Data Scientist - ML

About The Company

Atlassian is a leading provider of enterprise software solutions designed to enhance team collaboration, productivity, and innovation. With a global presence, Atlassian develops a suite of tools that facilitate seamless communication, project management, and workflow automation for organizations of all sizes. Committed to fostering an inclusive and diverse workplace, Atlassian values the unique contributions of every employee and promotes a culture of continuous learning and growth. The company operates on a distributed-first model, allowing employees to work from anywhere, whether in an office, from home, or a hybrid setup. Atlassian's mission is to unleash the potential of every team by providing innovative software solutions that make complex work simple and efficient.

About The Role

We are seeking a highly skilled Principal Data Scientist to join our Service Enablement Team within the Customer Support Organization. This strategic role is pivotal in uncovering actionable insights from customer interactions to drive product improvements and enhance customer experience. The ideal candidate will possess exceptional business acumen, advanced expertise in statistical analysis, and a strong background in NLP and Large Language Models (LLMs). You will collaborate closely with cross-functional teams, including product managers, engineers, and executive stakeholders, to develop and deploy sophisticated machine learning models and NLP tools. Your work will influence key strategic decisions by surfacing data-driven insights into customer friction points, thereby helping Atlassian prioritize and implement impactful solutions. Additionally, you will mentor junior data scientists, foster a culture of technical excellence, and contribute to the continuous evolution of our data science capabilities.

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 broad range of machine learning methods, including NLP and LLM, to solve complex business problems
Experience managing end-to-end ML projects, from development to deployment and monitoring
Proficiency in SQL and at least one programming language such as Python or R, with familiarity with libraries like Pandas, Numpy, and Scikit-learn
High standards for output quality, balanced with the need for timely results
Excellent communication skills with the ability to explain complex concepts to diverse audiences and craft compelling narratives for non-technical stakeholders
Proficiency in visualization tools such as Streamlit or Tableau

Responsibilities

Uncover and analyze customer friction points through data-driven insights derived from various interaction channels
Influence product and service strategy by surfacing key metrics and insights to executive leadership
Design, develop, and implement measurement frameworks, machine learning models, and NLP/LLM tools to support product improvements and growth initiatives
Collaborate with cross-functional teams to translate business needs into technical solutions
Lead the deployment, monitoring, and maintenance of ML models to ensure sustained performance and relevance
Mentor and train junior data scientists, fostering a culture of technical excellence and continuous learning
Drive innovation by exploring new methodologies and technologies in data science and NLP
Contribute to the development of best practices and standards within the data science team

Benefits

Comprehensive health coverage including medical, dental, and vision plans
Paid volunteer days to support community engagement
Wellness resources and programs to promote mental and physical health
Flexible work arrangements to support work-life balance
Competitive compensation packages with potential bonuses, equity, and benefits
Opportunities for professional development and continuous learning
Inclusive work environment that values diversity and equal opportunity

Equal Opportunity

At Atlassian, we are committed to creating an inclusive environment where all employees and applicants are treated with respect and dignity. 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 characteristic protected by law. We believe that diverse perspectives foster innovation and drive our success. All employment decisions are made based on merit, qualifications, and business needs. We support accommodations and adjustments throughout the recruitment process to ensure equal opportunity for all candidates.