Job Title: Migration Senior Support Engineer at Atlassian
OverviewAtlassians can choose where they work – in an office, from home, or a combination of the two, giving them more control over supporting their family, personal goals, and other priorities.
We can hire people in any country where we have a legal entity.
Responsibilities
Providing advanced support and product expertise to enterprise customers transitioning from On-premise/Data Center Atlassian products to Atlassian Cloud, or requiring technical support with Cloud products.
Offering support in Japanese for customers based in Japan.
Own, troubleshoot, and resolve customer technical issues using 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 tickets, phone calls, and screen shares, joining calls as needed to give updates.
Serve as the point person for handling escalations, using soft skills and subject-matter expertise to resolve customer issues.
Perform case reviews to identify trends and improvement areas, then 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-base articles, SOPs, best practices, and documentation for end-users and the global support team.
Ramp up quickly on new technologies and how to use them in a customer-facing environment.
Collaborate with diverse teams, share best practices, and drive operational improvements while living Atlassian values.
Occasional weekend shift rotation required.
Influence customer and/or local partner teams to follow best practices and help migrate Atlassian products from On-prem to Cloud.
Engage support teams across multiple regions and/or functions within Atlassian (Customer Success, Sales, Engineering) to achieve best outcomes for customers' migration projects.
Participate in release readiness activities.
QualificationsSenior engineer with strong verbal and written skills in Japanese and English to support customers in Japan.
Benefits & PerksAtlassian offers a wide range of perks and benefits, including health and wellbeing resources, paid volunteer days, and more.
Visit go.atlassian.com/perksandbenefits.
About AtlassianAt Atlassian, our mission is to unleash the potential of every team by providing software that enables collaboration worldwide.
We are committed to a diverse and inclusive culture, respecting every individual's background and experiences.
All information will be kept confidential according to EEO guidelines.
We can provide accommodations or adjustments at any stage of the recruitment process.
Seniority levelMid-Senior level
Employment typeFull-time
Job functionInformation Technology
IndustriesSoftware Development
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