Migration Senior Support Engineer Job Opportunity
We are looking for a senior engineer with strong verbal and written skills in Japanese and English to provide advanced support and product expertise to our enterprise customers, whether they are transitioning from on-premise or data center Atlassian products to Atlassian cloud or require technical support with our cloud products.
The successful candidate will play a crucial role in improving the customer experience by troubleshooting and offering online and offline assistance by identifying, diagnosing, reproducing, and resolving technical issues in a timely manner.
Key responsibilities include owning, troubleshooting, and solving customer technical issues using collaboration, troubleshooting best practices, root cause analysis, and transparency within and across teams. The engineer will also escalate issues in a timely manner according to standard operating procedures and provide technical support through different channels (tickets, phone calls, and screen shares) with customers.
Additionally, the candidate will be responsible for performing case reviews to identify trends and improvement areas, allowing them to develop action plans for support engineers. They will also use operational experience to identify trends, guide team tactics, and contribute to continuous improvement projects.
The ideal candidate will have excellent communication skills, both written and verbal, in Japanese and English, and will be able to work effectively in a diverse team environment. They will also be able to work flexibly, including occasional weekend shift rotations.
Benefits and perks include a wide range of health and wellbeing resources, paid volunteer days, and more. We offer a supportive and inclusive work environment that values diversity and promotes equal opportunities for all employees.
Atlassian believes in unleashing the potential of every team, and our software products help teams all over the planet. Our solutions are designed for all types of work, and team collaboration through our tools makes what may be impossible alone possible together.
Required qualifications for this role include a strong understanding of Japanese and English, as well as experience in providing technical support to customers. A background in IT and/or software development is also highly desirable.
Requirements:
* Strong verbal and written skills in Japanese and English
* Experience in providing technical support to customers
* Background in IT and/or software development
* Excellent communication skills
* Able to work effectively in a diverse team environment
Benefits:
* Wide range of health and wellbeing resources
* Paid volunteer days
* Supportive and inclusive work environment
* Diversity and inclusion initiatives
About Us:
Atlassian is a leading provider of software solutions for teams. Our mission is to unleash the potential of every team, and our products are designed to make teamwork easier, faster, and more effective. We value diversity and promote equal opportunities for all employees.