Principal Data Scientist - Machine Learning

About the Company

Atlassian is a renowned global software firm focused on empowering teams by delivering innovative collaboration solutions. Their core mission is to unlock every team's potential through tools that enable smooth communication, project oversight, and workflow automation. The company prides itself on fostering a diverse and inclusive culture that values each employee's unique input, encouraging creativity, innovation, and ongoing learning. Their products serve organizations of all sizes across multiple sectors, establishing Atlassian as a trusted partner in enhancing productivity and teamwork worldwide. Furthermore, Atlassian is devoted to social responsibility by emphasizing sustainability, community involvement, and equal opportunity, ensuring their growth benefits everyone involved.

Role Overview

We are looking for an experienced Principal Data Scientist to join the Service Enablement Team within the Customer Support Organization. This crucial position calls for advanced knowledge in data science, machine learning, and natural language processing (NLP/LLM) to extract meaningful insights from customer interactions and pinpoint friction points affecting user experience. Your analyses will directly inform strategic decisions and product enhancements, contributing to elevated customer satisfaction and operational effectiveness. Collaboration with diverse teams such as product managers, engineers, and executives will be essential to develop measurement systems, construct predictive models, and deploy NLP/LLM technologies that drive business growth and enhance product quality. As a leader, you will mentor junior scientists, nurture continuous learning, and champion technical excellence throughout the team. Your contributions will be pivotal in shaping data-centered strategies that improve services and support Atlassian's mission globally.

Responsibilities

• Provide strategic influence by surfacing data-based insights related to customer challenges and experiences.
• Develop, establish, and communicate department-level metrics and key results to executives within Customer Support.
• Create and deploy measurement frameworks, machine learning solutions, and NLP/LLM tools to uncover customer pain points and product improvement opportunities.
• Work cross-functionally to design scalable solutions enhancing customer satisfaction and product standards.
• Lead the end-to-end development, deployment, and ongoing monitoring of predictive models.
• Mentor data scientists and analysts, promoting best practices and skill advancement within the team.
• Champion a data-driven culture through knowledge sharing, education sessions, and innovative problem-solving development.
• Stay abreast of and integrate emerging techniques in data science, NLP, and machine learning.

Qualifications

• At least 8 years' experience in Data Science or related fields; 10+ years preferred, with a postgraduate degree in Statistics, Mathematics, Econometrics, or Computer Science.
• Demonstrated experience in utilizing a wide range of machine learning techniques, particularly NLP and large language models, for complex business issues.
• Proficient in managing full ML project lifecycle—from data acquisition and model creation to deployment and performance monitoring.
• Advanced skills in SQL and programming languages such as Python or R, with familiarity in libraries like Pandas, Numpy, and Scikit-learn.
• Strong capability to balance urgent deliverables with long-term strategic improvements while maintaining high-quality outcomes.
• Excellent communication skills, able to clearly explain complex concepts to diverse groups and craft persuasive narratives for non-technical stakeholders.
• Skilled in data visualization platforms like Tableau or Streamlit.
• Proven leadership in mentoring personnel and fostering a culture of continual learning and technical excellence.

Benefits

• Comprehensive healthcare coverage including medical, dental, and vision plans.
• Paid volunteer days alongside wellness resources supporting personal and community health.
• Flexible working arrangements with options for remote work.
• Generous paid vacation and holidays encouraging a balanced work and personal life.
• Access to professional development, ongoing training, and lifelong learning opportunities.
• Participation in bonus, incentive, and equity schemes aligned with performance and role.
• A supportive, inclusive workplace culture valuing diversity and individual contributions.

Equal Opportunity

The company maintains a firm commitment to inclusivity, ensuring all employees and applicants receive respectful and equitable treatment regardless of race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic.