Data Scientist - ML

About The Company Atlassian is a global leader in enterprise software solutions, dedicated to empowering teams to collaborate more effectively and achieve their goals. With a diverse portfolio of products designed to streamline project management, software development, and team communication, Atlassian fosters a culture of innovation and inclusivity. The company operates on a distributed-first model, allowing employees worldwide to work from anywhere, supporting work-life balance and flexibility. Committed to creating a positive impact, Atlassian values diversity, equity, and inclusion, ensuring all employees have equal opportunities to thrive and contribute to the company's success.

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 strategic role, you will be responsible for uncovering actionable insights from customer interactions to identify areas of friction and improve our products. Your expertise in statistical analysis, natural language processing (NLP), large language models (LLM), and machine learning will be instrumental in developing tools and solutions that enhance customer experience and drive product excellence. You will influence key decision-making processes by providing data-driven insights, define and report on department metrics, and build scalable measurement frameworks. Additionally, you will mentor and lead data science initiatives, fostering a culture of continuous learning and technical excellence across the team.

Qualifications

• 8+ years of experience in Data Science or related fields, with a preference for 10+ years and a postgraduate degree in Statistics, Mathematics, Econometrics, or Computer Science.
• Proven ability to lead impactful 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 machine learning projects, including 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, balancing speed and perfection.
• Ability to communicate complex concepts clearly to diverse audiences and craft compelling narratives for non-technical stakeholders.
• Proficiency in visualization tools such as Streamlit or Tableau.

Responsibilities

• Influence strategic decisions by surfacing data-driven insights related to customer friction.
• Define, establish, and report on key metrics and objectives at the department level to the Customer Support Executive team.
• Design and implement measurement frameworks, machine learning models, and NLP/LLM tools to accelerate growth and enhance product quality.
• Lead initiatives to foster a world-class data science culture through training, mentorship, and knowledge sharing.
• Collaborate with cross-functional teams to develop scalable solutions that address customer friction and improve overall user experience.
• Manage the deployment, monitoring, and continuous improvement of machine learning models in production environments.
• Stay updated on the latest advancements in data science, NLP, and LLMs, integrating best practices into projects.

Benefits

• Comprehensive health coverage for employees and their families.
• Paid volunteer days to support community engagement.
• Wellness resources including mental health support and fitness programs.
• Flexible work arrangements to support work-life balance.
• Opportunities for professional growth and development through training and mentorship programs.
• Competitive compensation packages, including bonuses, equity, and other benefits.

Equal Opportunity

At Atlassian, we are committed to fostering an inclusive environment where all individuals are valued and respected. 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 diversity enhances our innovation and success, and we strive to ensure equitable opportunities for all candidates and employees. We are dedicated to providing accommodations and support throughout the recruitment process and beyond, ensuring a welcoming and accessible workplace for everyone.