Software Support Team Lead (Atlassian)

TL;DR

Software Support Team Lead (Atlassian): Guiding and mentoring a team of support engineers to deliver high-quality technical support for enterprise software ecosystems with an accent on operational excellence, SLA management, and cross-functional collaboration. Focus on building a high-performing team, resolving complex technical escalations, and driving data-driven improvements to the customer support experience.

Location: Must be based in Malaysia

Company

The hirify.global Group is a global family of companies providing enterprise software, tailored solutions, and quality services across major technology ecosystems like Atlassian, AWS, and Slack.

What you will do

• Lead, mentor, and develop a team of skilled Support Engineers through regular 1-2-1s and performance reviews.
• Manage team workload, priorities, and leave to ensure consistent achievement of SLA and KPI targets.
• Act as a key escalation point for critical incidents, service outages, and commercial risk situations.
• Collaborate with Product, Development, and Customer Success teams to share voice-of-the-customer insights.
• Drive operational improvements by analyzing support metrics and identifying opportunities for tooling and automation.
• Create training materials and onboarding resources to help the team handle complex technical issues.

Requirements

• Must be based in Malaysia
• Proven experience managing customer support software such as JSM or Zendesk.
• Hands-on experience supporting Atlassian products including Jira, Confluence, or Bitbucket.
• Strong technical understanding of REST APIs, Java APIs, and cloud platforms like AWS or Azure.
• Proficiency in coding, preferably in Java, Groovy, JavaScript, or TypeScript.
• Excellent written and verbal communication skills in English.

Nice to have

• Bachelor’s degree in Computer Science or equivalent experience.
• Knowledge of SDLC processes and ISO/security standards.
• Previous experience in incident or project management.
• Awareness of AI best practices and safety.

Culture & Benefits

• Remote-first working environment with support for home office setup.
• Flexible working hours to support work-life balance.
• Generous holiday allowance and comprehensive Time Away Policy.
• Paid leave for parental support, adoption, and specific health needs.
• Access to MacBook and professional development opportunities.