Altra is a fast-growing technology company transforming how enterprises migrate to the cloud and harness IoT data. Our flagship products—Dr Migrate and SensorMine—are trusted by global enterprises to accelerate digital transformation.
We’re looking for a proactive and detail-oriented Head of Global Product Support based anywhere in Australia or New Zealand.

• Support operations & people leadership: Manage a global product support team, optimising performance, driving operational efficiencies, managing service performance metrics, team reporting, and stakeholder updates.
• Bug tracking & classification: Oversee bug detection, impact classification, and resolution tracking, working closely with engineering and QA to maintain quality and responsiveness.
• Hardware asset management: Maintain a structured process for hardware asset tracking and lifecycle management, including liaison with internal teams and suppliers to ensure availability and accurate records
• Service Management platform ownership: Administer and optimise JIRA Service Management, including workflows, automation, dashboards, and integrations. Ensure tooling supports both internal efficiency and client transparency.
• Release administration & coordination; Assist in release administration: creating release buckets, tracking release notes, and JIRA board management. Coordinate with internal teams to ensure timely communication to clients and partners.
• Knowledge Management: Establish and maintain a robust internal and external knowledge base by ensuring efficient documentation that helps improve the support offering, onboarding and end user self-service capabilities.
• Service Level Management: Define, maintain, monitor and report on service level agreements (SLAs) across key support processes, identifying gaps and leading initiatives to improve performance
• Partner & Vendor Liaison: Primary point of contact & escalation for external partners and vendors in relation to support and service integration. Facilitate shared knowledge initiatives, ensuring documentation and support processes are aligned
• Continuous Improvement : Regularly analyse support trends, feedback, and operational data to identify & implement process enhancements, tooling upgrades, and team training.