Software Support Team Lead (Atlassian)

Location: Remote-first role for candidates in Malaysia; company office in Kuala Lumpur.

Company

hirify.global Group delivers enterprise software, tailored solutions, and technology services across ecosystems including Atlassian, AWS, Slack, GitLab, monday.com, and Aha!

What you will do

• Lead, mentor, and develop a team of Software Support Engineers through feedback, performance reviews, training, and career support.
• Manage workload, priorities, and planned leave to maintain SLA and KPI performance.
• Own customer outcomes, handle commercial-risk escalations, and lead incident response and post-mortem reviews.
• Analyse CSAT, FRT, RoR, SLA performance, ticket volumes, and other support metrics to improve customer and team performance.
• Collaborate with Customer Success, Product, Development, and leadership teams on operational improvements, tooling, automations, and business cases.
• Maintain knowledge bases, internal documentation, training materials, stand-ups, workshops, and team meetings.

Requirements

• Experience managing customer support software such as JSM, Zendesk, or similar.
• Hands-on experience using, supporting, or administering Atlassian products including Jira, Confluence, and/or Bitbucket.
• Familiarity with REST APIs and Java APIs, ideally including Atlassian APIs and vendor-plugin interactions.
• Experience writing code in Java, Groovy, JavaScript, or TypeScript.
• Experience with products hosted on AWS, Azure, or similar cloud platforms.
• Excellent written, verbal, and visual communication skills in English required.

Nice to have

• Bachelor’s degree in Computer Science or equivalent practical experience.
• Knowledge of Software Development Life Cycle processes.
• Previous incident management or project management experience.
• Familiarity with ISO or security standards.
• Awareness of AI best practices and safety.

Culture & Benefits

• Remote-first working model with flexible working hours.
• Generous paid time off allowance.
• MacBook provided to employees.
• Additional home-office setup support for fully remote workers.
• Paid family and health-related leave, including 26 weeks for birthing parents and 13 weeks for non-birthing parents.
• Inclusive and collaborative working environment.

Hiring process

• Application followed by the company’s interview process.
• Interview preparation resources are provided to candidates.