We're looking for a proactive and detail-oriented Head of Global Product Support based anywhere in Australia or New Zealand.
What you will do for us:
- Support operations & people leadership: Manage a global product support team, optimising performance, driving operational efficiencies, managing service performance metrics, team reporting, and stakeholder updates.
- Bug tracking & classification: Oversee bug detection, impact classification, and resolution tracking, working closely with engineering and QA to maintain quality and responsiveness.
- Hardware asset management: Maintain a structured process for hardware asset tracking and lifecycle management, including liaison with internal teams and suppliers to ensure availability and accurate records
- Service Management platform ownership: Administer and optimise JIRA Service Management, including workflows, automation, dashboards, and integrations. Ensure tooling supports both internal efficiency and client transparency.
- Release administration & coordination; Assist in release administration: creating release buckets, tracking release notes, and JIRA board management. Coordinate with internal teams to ensure timely communication to clients and partners.
- Knowledge Management: Establish and maintain a robust internal and external knowledge base by ensuring efficient documentation that helps improve the support offering, onboarding and end user self-service capabilities.
- Service Level Management: Define, maintain, monitor and report on service level agreements (SLAs) across key support processes, identifying gaps and leading initiatives to improve performance
- Partner & Vendor Liaison: Primary point of contact & escalation for external partners and vendors in relation to support and service integration. Facilitate shared knowledge initiatives, ensuring documentation and support processes are aligned
- Continuous Improvement : Regularly analyse support trends, feedback, and operational data to identify & implement process enhancements, tooling upgrades, and team training.
- Minimum of 5+ years in a support or service management role within a SaaS or technology product company.
- Proven experience leading distributed or international technical support teams.
- Hands-on experience with JIRA Service Management (or equivalent ITSM platforms).
- Solid understanding of cloud/SaaS architecture, bug triage, and agile delivery principles.
- Familiarity with hardware support processes.
- Excellent communication and stakeholder management skills
- High levels of organisation, detail-orientation & problem solving , with a mindset of continuous process optimisation.
- Analytical and metrics-driven; you uncover insights and act on them.
- You are comfortable operating in a fast-paced, evolving environment with multiple priorities
- Contribute to the success of products that are making their mark on the global stage, at helping enterprise customers modernise and digitise. #winwithus
- Be part of a company that is leading the way in automation and efficiency, accelerating transformation and unlocking the power of cloud computing. #thinkahead
- Work with some of the industry's leading tech professionals - we are proud to have some of the best on this global team. #teamup
- Thrive in a team that is always learning, always innovating and making waves on a global scale. #standout
- Be part of a supportive working environment that values inclusion, flexibility, diversity and differences. #betrue
- Ultimately, we will help you to fear less and achieve more in a fast paced, innovative and cool environment - are you ready to accept the challenge? #fearlessachievemore
- Flexible, remote work. Work from anywhere in Australia or NZ! #flexit
Altra is an equal opportunity employer. We’re committed to building an inclusive and high-performing team.
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