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Company Overview

Atlassian is a prominent provider of collaboration and productivity software aimed at empowering teams around the globe. The company focuses on delivering innovative solutions that enable efficient communication, project planning, and workflow automation. Atlassian embraces an inclusive environment prioritizing diversity, creativity, and ongoing learning. As a distributed-first enterprise, it supports flexible work models, accommodating office-based, remote, or hybrid work preferences. Atlassian is dedicated to positively impacting users and fostering employee development.

Role Summary

We are searching for an experienced Principal Data Scientist to join our Service Enablement Team within the Customer Support organization. This role involves driving actionable insights from customer interaction data to optimize product and service quality. You will leverage advanced statistical techniques, natural language processing (NLP), large language models (LLMs), and data science expertise to spot points of customer friction across multiple communication channels. Working closely with cross-disciplinary teams and executives, you will help guide strategic company decisions, establish critical performance metrics, and develop innovative analytical tools and models that fuel product enhancement and growth. Mentorship and promoting a strong data science culture within the team will also be essential duties.

Key Responsibilities

Drive product and strategic decisions by revealing data-supported insights about customer friction.
Establish, implement, and communicate departmental metrics and key results to executive leadership.
Create and deploy machine learning frameworks, measurement systems, and NLP/LLM models to boost product quality and business growth.
Lead projects to detect customer pain points by analyzing diverse interaction sources.
Mentor data science personnel, encouraging continuous learning and high-quality technical standards.
Work collaboratively with cross-functional groups to integrate data science solutions into product and process improvements.
Craft engaging data narratives and visual representations to clearly deliver insights organization-wide.

Required Qualifications

Over 8 years of experience in Data Science or related domains; ideally 10+ years with a postgraduate degree in Statistics, Mathematics, Econometrics, or Computer Science.
Demonstrated history of leading data science projects that substantially impact business strategy and outcomes.
Advanced knowledge of machine learning techniques, particularly NLP and large language models, applied to solve complex challenges.
Experience managing complete machine learning project lifecycles including deployment and ongoing refinements.
Proficiency in SQL and at least one programming language such as Python or R; familiar with data libraries like Pandas, Numpy, and Scikit-learn.
Capability to deliver high-quality results while managing timelines effectively.
Strong communication skills to explain sophisticated technical ideas to diverse audiences and compose compelling presentations for non-technical stakeholders.
Experience using visualization platforms such as Streamlit or Tableau.

Benefits

Inclusive health insurance covering medical, dental, and vision needs.
Paid volunteer time and engagement opportunities with community organizations.
Wellness programs supporting mental and physical health.
Flexible working arrangements promoting a balance between professional and personal life.
Access to learning resources and mentoring to aid professional growth.
Competitive remuneration consistent with industry standards.
Equity shares and bonuses based on performance.

Equal Employment Opportunity

Atlassian is committed to cultivating a diverse and inclusive workplace free from discrimination on any protected basis. All qualified applicants will be considered fairly, and accommodations are provided during the recruitment process to ensure equal access and opportunity.

Principal Data Scientist