Migrate, innovate and succeed with our Migration Senior Support Engineer role. Join us in providing top-notch support to enterprise customers.
Job Description
The Migration Senior Support engineer plays a crucial part in delivering exceptional support and product expertise to our customers transitioning from on-premise/data center Atlassian products to Atlassian Cloud or requiring technical support with our cloud products.
This role requires advanced troubleshooting skills and the ability to collaborate with cross-functional teams to identify, diagnose, reproduce, and resolve technical issues in a timely manner.
We are looking for a senior engineer with strong verbal and written skills in Japanese and English to support our customers in Japan.
Key Responsibilities:
* Offering support in Japanese for our customers based in Japan
* Troubleshooting and resolving customer technical issues using collaboration, troubleshooting best practices, root cause analysis, and transparency within and across teams
* Escalating issues in a timely manner according to Standard Operating Procedures
* Providing technical support through different channels (tickets, phone calls, and screen shares) with customers
* Handling escalations, using soft skills and subject-matter expertise to help resolve issues for our customers
* Performing case reviews to identify trends and improvement areas, allowing you to develop action plans for support engineers
* Contributing to continuous improvement projects by identifying trends, guiding team tactics, and understanding customer use cases
Requirements
To succeed in this role, you will need:
* Strong verbal and written skills in Japanese and English
* Experience in supporting enterprise customers transitioning from on-premise/data center Atlassian products to Atlassian Cloud
* Advanced troubleshooting skills and the ability to collaborate with cross-functional teams
* Excellent communication and problem-solving skills
* Able to work independently and as part of a global team
Benefits
We offer a wide range of benefits designed to support your wellbeing, career development, and community engagement.
Our Culture: We believe that every individual has unique contributions to make. Our goal is to create an inclusive environment where everyone feels valued and supported.
Support Your Wellbeing: We provide access to health and wellbeing resources, including mental health support, fitness programs, and employee assistance programs.
Develop Your Career: We invest in ongoing training and development opportunities to help you grow professionally.
Give Back: We encourage volunteering and community engagement to give back to the communities we serve.
About Us
We're a leading software company dedicated to empowering teams to achieve their goals.
Our Mission: To unleash the potential of every team.
Our Values: Collaboration, Innovation, Customer Focus, Agility, and Continuous Improvement.