Working at Atlassian
Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.
Your future team
The Atlassian Advisory Services team is a globally distributed team of Atlassian experts who are passionate about creating customer success. Advisory Services team members engage with our largest strategic and enterprise organizations with some of the most complex business challenges to help them deliver delightful solutions to their users. We provide customer teams with trusted advisors to help orchestrate successful outcomes, providing the highest benefits from their Atlassian investment. At Atlassian, you'll have an impact on millions of users, fast! We don't just want to know your opinions, we want to see your ideas in action. We hire great people and then trust them to be great.
We're hiring a Principal Enterprise Architect with an ITSM / High-Velocity Service Management focus to join our Advisory Services Delivery team as an individual contributor - this is not a managerial role. Atlassian Principal Enterprise Architects are experts in Atlassian products, practices, and solutions, delivering guidance to drive value realization for clients that have purchased Advisory Services from Atlassian. Each member of the team is accomplished at delivering performant strategic technical guidance at scale, aligning product capabilities with business needs and desired outcomes.
You will help our strongest promoters showcase successes to their peers, and serve as the tip of the spear in growing the reach of our technologies for new use cases and markets. Our aim is to help customers unleash the potential of their teams and get the most out of their Atlassian investment.
What you'll do:
Collaborate with your peers in Advisory Services to align on strategic outcomes that deliver exceptional service to our customers
Partner with customers to help solve their business challenges and achieve their internal goals through Atlassian products, practices, and solutions
Identify and promote opportunities for service and product expansion within a client’s organization
Cultivate deep industry and solution expertise, staying up-to-date with evolving best practices that support different types of teams
Lead complex customer engagements using a System of Work approach, drawing upon your expertise in two or more Atlassian solution areas
Drive global internal initiatives that positively influence our Advisory Services business and partner organizations across Atlassian
Delegate effectively to the Solution Consultants on your team, while maintaining ownership of client outcomes
Develop comprehensive and innovative technical solution content, and provide tailored enablement that enhances our team's ability to drive customer success and meaningful outcomes
Reach into all parts of Atlassian to influence and facilitate a deeper level of engagement, advocacy, and innovation for our largest enterprise customers
Spend up to 30% of your time traveling domestically, and in some cases internationally, for both internal and customer-facing events
Your background:
8-12 years of experience within SaaS companies
8+ years of experience in customer-facing roles where you've engaged with and influenced customer stakeholders that range from technical administrators to executive leadership
Demonstrated expertise in ITSM, including
Subject matter expertise in implementing and optimizing ITSM practices using best-in-breed products that support enterprise-grade IT operations
Extensive experience and strategic insight in IT operations including request, asset, incident, problem, change, and knowledge management
Experience directing stakeholders through ITSM transformation and adoption at an enterprise scale
Demonstrated expertise in Atlassian's System of Work, including
Mastery in identifying customer business challenges and uncovering key requirements
Extensive experience designing and advising customers at scale on comprehensive solutions that span products, services, practices, and platforms to support better teamwork and collaboration
Experience with Rovo, Agentic AI, MCP, and/or other AI integrations
You're fluent in English, and nice to have a second language such as Spanish, French, or Portuguese for business communication.
It’s nice if you are:
Comfortable coaching best practices and tailoring curated guidance for stakeholders to facilitate those practices
Experienced working on cross-team projects, engaging with Sales, Product, Support, and other teams
Experienced working with large customers in a consulting or technical expert capacity
Experienced designing Atlassian Automation and Rovo Agent solutions for service management workflows such as triage, deflection, and knowledge
Experienced with ITIL 4, ESM (Enterprise Service Management) expansion to HR, Facilities, and Legal teams, or Jira Service Management Data Center to Cloud transitions
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
This role may also be eligible for benefits, bonuses, commissions, and equity.
In The Americas, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $183,600 - $239,700
Zone B: $165,240 - $215,730
Zone C: $152,388 - $198,951
Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh.
In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.
8-12 years SaaS experience, 8+ years customer-facing, ITSM expertise, Atlassian System of Work mastery, Rovo/Agentic AI/MCP experience, fluent English, up to 30% travel.
Key Responsibilities
- delivering technical guidance
- leading customer engagements
- driving internal initiatives
Skills & Tools
Rovo, Agentic AI, MCP, Jira Service Management, Atlassian Automation
Job Details
- Category: Information Technology
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — North America or South America
- Salary: USD 152,388 – 239,700 / year
- Languages: English
About Atlassian
A software company that provides products to help teams collaborate and unleash their potential. — Industry: Information Technology