Migration Senior Support Engineer

Overview

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.

Responsibilities of a Migration Senior Support Engineer

Our Migration Senior Support Engineers play a crucial role in providing advanced support and product expertise to our enterprise customers, whether they are transitioning from On-premise/Data Center Atlassian products to Atlassian Cloud or require technical support with our cloud products. These 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.

• 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 your soft skills and your knowledge as a subject matter expert, 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 your 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 environment.
• Work with our diverse teams, sharing best practices, driving operational improvements, and living our Atlassian values.
• Occasional weekend shift rotation required.
• Influence customer and/or local partner team 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 towards the customer’s migration project.
• Participate in release readiness activities.

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.

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.

Key skills/competency

• Atlassian Cloud Migration
• Enterprise Customer Support
• Technical Troubleshooting
• Root Cause Analysis
• Japanese Language Fluency
• English Language Proficiency
• SaaS Product Expertise
• Customer Advocacy
• Documentation & SOPs
• Cross-functional Collaboration