Data Scientist

About The Company

Atlassian is a leading provider of collaboration and productivity software designed to empower teams worldwide. With a mission to unleash the potential of every team, Atlassian develops innovative tools that facilitate seamless communication, project management, and workflow automation. The company prides itself on fostering an inclusive culture that values diversity, creativity, and continuous learning. As a distributed-first organization, Atlassian offers flexible work arrangements, allowing employees to work from anywhere, whether in an office, from home, or a hybrid setup. The company is committed to creating a positive impact through its products and workplace environment, supporting employees' personal and professional growth.

About The Role

We are seeking a highly skilled Principal Data Scientist to join our Service Enablement Team within the Customer Support Organization. In this role, you will be at the forefront of uncovering actionable insights from customer interactions to enhance our products and services. Your expertise in statistical analysis, natural language processing (NLP), large language models (LLMs), and data science will be instrumental in identifying customer friction points across various channels. You will collaborate closely with cross-functional teams and executive stakeholders to influence strategic decisions, define key metrics, and develop innovative tools and models that drive product improvements and business growth. Mentoring and fostering a data science culture within the organization will also be a key aspect of your responsibilities, ensuring continuous learning and technical excellence across the team.

Qualifications

• 8+ years of experience in Data Science or related fields; 10+ years preferred with a postgraduate degree in Statistics, Mathematics, Econometrics, or Computer Science
• Proven track record of leading impactful data science projects that influence business strategy and performance
• Expertise in applying a wide range of machine learning methods, including NLP and LLMs, to solve complex business problems
• Experience managing end-to-end ML projects, including deployment, monitoring, and iterative improvement
• Proficiency in SQL and at least one programming language such as Python or R, with strong knowledge of libraries like Pandas, Numpy, Scikit-learn
• High standards for output quality, balanced with the need for timely delivery
• Ability to communicate complex technical concepts effectively to diverse audiences and craft compelling narratives for non-technical stakeholders
• Experience with visualization tools such as Streamlit or Tableau

Responsibilities

• Influence product and strategy decisions by surfacing data-driven insights related to customer friction
• Define, implement, and report on department-level metrics and key results (KRs) to the Customer Support Executive team
• Build and deploy measurement frameworks, machine learning models, and NLP/LLM tools to accelerate growth and improve product quality
• Lead initiatives to identify areas of customer friction through analysis of various interaction channels
• Mentor data scientists and foster a culture of technical excellence and continuous learning within the team
• Collaborate with cross-functional teams to integrate data science solutions into product enhancements and operational workflows
• Develop compelling data stories and visualizations to communicate insights effectively across the organization

Benefits

• Comprehensive health coverage including medical, dental, and vision plans
• Paid volunteer days and opportunities to engage with local communities
• Wellness resources and programs to support mental and physical health
• Flexible work arrangements to support work-life balance
• Learning and development opportunities, including training and mentorship programs
• Competitive compensation packages aligned with market standards
• Equity options and performance-based bonuses

Equal Opportunity

At Atlassian, we are committed to fostering an inclusive and diverse workplace. We do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic. We believe that a diverse team drives innovation and success. All qualified applicants will receive consideration for employment, and we are dedicated to providing accommodations throughout the recruitment process to ensure equal opportunity for all candidates.