Data Scientist - ML

We are seeking a highly skilled Principal Data Scientist to join our Service Enablement Team within the Customer Support Organization. In this pivotal role, you will leverage your expertise in data science, machine learning, and natural language processing (NLP/LLM) to uncover insights from customer interactions and identify areas of friction that impact user experience. Your analyses will directly influence strategic decisions and product improvements, helping Atlassian enhance customer satisfaction and operational efficiency. You will collaborate with cross-functional teams, including product managers, engineers, and executives, to develop measurement frameworks, build predictive models, and implement NLP/LLM tools that accelerate growth and elevate product quality. As a leader, you will mentor junior data scientists, foster a culture of continuous learning, and drive technical excellence within the team. Your work will be instrumental in shaping data-driven strategies that improve our services and support our mission to empower teams globally., * Influence strategy and decision-making by surfacing data-driven insights related to customer friction and experience.

• Define, set, and report on department-level metrics or key results (KRs) to the Customer Support Executive team.
• Design and implement measurement frameworks, machine learning models, and NLP/LLM tools to identify customer pain points and opportunities for product improvement.
• Collaborate with cross-functional teams to develop scalable solutions that enhance product quality and customer satisfaction.
• Lead initiatives to build and deploy predictive models, ensuring their performance through continuous monitoring and refinement.
• Mentor and train data scientists and analysts, promoting best practices and technical growth within the team.
• Foster a data-driven culture by sharing knowledge, conducting training sessions, and encouraging innovative approaches to problem-solving.
• Stay updated with the latest advancements in data science, NLP, and machine learning, integrating new techniques into projects as appropriate.

• 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 expertise in applying a broad range of machine learning methods, including NLP and large language models (LLMs), to solve complex business problems.
• Experience managing end-to-end ML projects, from data collection and model development to deployment and monitoring.
• High proficiency in SQL and at least one programming language such as Python or R, with familiarity with libraries like Pandas, Numpy, Scikit-learn, etc.
• Exceptional ability to produce high-quality outputs while balancing immediate needs with long-term improvements.
• Strong communication skills, capable of explaining complex concepts to diverse audiences and creating compelling narratives for non-technical stakeholders.
• Proficiency in data visualization tools such as Tableau or Streamlit.
• Demonstrated leadership in mentoring team members and fostering a culture of continuous learning and technical excellence.

• Comprehensive health coverage including medical, dental, and vision plans.
• Paid volunteer days and wellness resources to support personal and community well-being.
• Flexible work arrangements including remote work options.
• Generous paid time off and holidays to promote work-life balance.
• Opportunities for professional development, training, and continuous learning.
• Participation in bonus, incentive, and equity programs based on performance and role.
• Supportive and inclusive workplace culture that values diversity and individual contributions.

Equal Opportunity

Atlassian is a globally recognized software company dedicated to empowering teams through innovative collaboration tools. Our mission is to unleash the potential of every team by providing products that facilitate seamless communication, project management, and workflow automation. With a diverse and inclusive culture, Atlassian values the unique contributions of each employee and strives to foster an environment where creativity, innovation, and continuous learning thrive. Our solutions are utilized by organizations of all sizes across various industries, making us a trusted partner in enhancing productivity and teamwork worldwide. Committed to social responsibility, Atlassian promotes sustainability, community engagement, and equal opportunity, ensuring that our growth benefits all stakeholders.