*Due to confidentiality, I am only able to share high-level details of the project without disclosing specific designs, processes, or proprietary information.
Lead Atlassian Saas Platform Engineer
1 year for the initial flagship setup, about 4 months for every other brand rollout that followed.
Project manager, Systems Engineers, Development, Training, Fulfillment management
Global support agents, internal operations teams, and 500k+ European- based small or micro-business owners seeking technical support or sales inquiries.
Previously, three distinct international brands operated on siloed legacy systems, leading to fragmented data and inconsistent customer support. I was brought in to architect a unified Jira Service Management (JSM) ecosystem that would centralize operations while maintaining distinct brand identities and meeting strict EU data residency requirements.
The organization suffered from "Logic Debt": manual ticket routing, lack of cross-brand visibility for leadership, and an inability to track SLAs accurately across different regions. We needed a scalable, automated system that could handle high-volume external support without increasing headcount.
The first release focused on one sub brand, operating primarily in the German Market, and acted as a pilot for the unified platform. We rolled out both the external customer-facing support portal and the internal agent workspace simultaneously, which required tight coordination across engineering, and regional support teams as this was the only approach possible due to legacy systems limitation.
Start Small, Scale Smart
Breaking the project into smaller launches by sub brand allowed us to test, learn, and refine the approach before scaling. Each launch went smoother than the previous due to our aquired experience.
Localization Is More Than Translation
Regional differences went beyond language. Legal requirements, support expectations, and cultural nuances all shaped how we designed and delivered the support experience.
Internal User Experience Is Just as Critical as External UX
Improving the employee support platform directly impacted the speed and quality of customer service, reinforcing the importance of treating internal tools as real products.
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