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Migration Senior Support engineer
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Atlassian
Working at Atlassian Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.
Overview The
Migration Senior Support engineer
provides advanced support and product expertise to enterprise customers transitioning from On‑premise/Data Center Atlassian products to Atlassian Cloud or requiring technical support with our cloud products.
Our engineers improve the customer experience by troubleshooting and offering online and offline assistance by identifying, diagnosing, reproducing, and resolving technical issues in a timely manner.
Responsibilities
Offering support in Japanese for our customers based in Japan.
Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, root cause analysis, and transparency within and across teams.
Escalate issues in a timely manner according to Standard Operating Procedures.
Provide technical support through different channels (tickets, phone calls, and screen shares) with customers, jumping on calls as needed to provide updates.
Be the point person in handling escalations, using soft skills and subject‑matter expertise to help resolve issues for our customers.
Perform case reviews to identify trends and improvement areas, allowing you to develop action plans for support engineers.
Use operational experience to identify trends, guide team tactics, and contribute to continuous improvement projects.
Understand customer use cases and advocate for their needs to influence feature requests and bug fixes.
Create and review knowledge‑based articles, standard operating procedures and best practices, and documentation for both end‑users and the global support team.
Ramp up quickly on new technologies and how to use them in a customer‑facing workplace.
Work with diverse teams, sharing best practices, driving operational improvements, and living Atlassian values.
Occasional weekend shift rotation required.
Influence customers and/or local partner teams to follow best practices and work directly with them to help migrate their Atlassian products from On‑prem to Cloud.
Engage support teams across multiple regions and/or functions within Atlassian like Customer Success, Sales, Engineering for best outcomes toward the customer’s migration project.
Participate in release readiness activities.
Qualifications For this role, we are looking for a senior engineer with strong verbal and written skills in Japanese and English to support our customers in Japan.
Benefits & Perks Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community.
Our offerings include health and wellbeing resources, paid volunteer days, and so much more.
To learn more, visit
go.atlassian.com/perksandbenefits.
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Information Technology
Industry: Software Development
About Atlassian At Atlassian, we're motivated by a common goal: to unleash the potential of every team.
Our software products help teams all over the planet and our solutions are designed for all types of work.
Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success.
To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process.
Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit
go.atlassian.com/crh.
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