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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Our office is in Seoul, South Korea, but we offer flexibility for eligible candidates to work remotely across South Korea. Whatever your preference—working from home, an office, or in between— you can choose the place that's best for your work and your lifestyle.
About the team:
At Atlassian, we help teams turn ideas into reality with our world-class collaboration tools. Atlassian Support Engineers work directly with our customers by troubleshooting, debugging, and answering questions about our products to ensure that we always provide legendary service. We have recently set up a new entity in South Korea to provide Korean-language support to our biggest local customers and are looking to hire a rockstar team.
The Senior Support Engineer is a part of our Cloud Migrations & Support team, dedicated to offering advanced support and product expertise to our largest customers. This role involves working closely with Atlassian colleagues worldwide, including Cloud Migrations Managers, Support Engineers, and Product and Engineering teams to provide high-quality assistance for our customers. You will be reporting to the Manager of the Cloud Migrations & Support team.
We're looking for engineers with a degree of empathy for the customer experience and know how to successfully de-escalate difficult situations with customers. Also, as a Senior Support Engineer, you should demonstrate the ability to mentor other support engineers to grow their technical and troubleshooting skills. Success in this role requires self-motivation, a commitment to learning, strong customer service and technical problem-solving abilities, and a willingness to tackle challenges. The ideal candidate must be available during standard Korean business hoursand occasionally on weekends to meet business needs.
Responsibilities
Our 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 offer online and offline assistance by identifying, diagnosing, reproducing, and resolving technical issues in a timely manner.
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
Qualifications
Experience:
4-8 years of customer-facing experience in support, escalation handling, software services, and/or system administration in an enterprise environment; preferably SaaS products
2+ years of experience in working with enterprise customers in a high touch model with excellent soft skills- supporting customers over multiple channels (ex: chat, email, phone, virtual meetings and screen-shares)
Experience working in a high case volume environment and ability to prioritize and manage time, balancing multiple tasks with varying levels of priority and urgency
Experience troubleshooting complex tickets, recommend solutions, identify and summarize root cause analysis, and using escalation channels
Experience in server to cloud migrations (“nice to have”)
Technical Skills:
Strong database skills, with the expertise to write and update SQL queries
Experience with various operating systems (Linux, Windows) and has command line knowledge
Experience with APIs and REST calls
Understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, TCP/IP, SSL and identifying underlying network issues.
Understanding of mail flow concepts and mail protocols such as SMTP/POP/IMAP
Understanding of Identity terminologies (SSO, SAML, LDAP, Active Directory, Oauth)
Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis
Experience understanding and supporting Java apps
Experience working with log searching, monitoring, and analyzing machine-generated data via a Web-style interface or similar tools like Splunk.
Nice to have:
Experience writing, reviewing and/or modifying scripts (Python, Bash/Shell, etc.)
Familiarity with Jira and Confluence products
Familiarity with Cloud technologies, AWS will be a plus.
Soft Skills:
Solve complex tickets, summarize cause, recommend solutions and then escalate if needed
Exceptional soft skills, both internal and external communications (online and offline via phone, meetings)
Demonstrate ability to de-escalate difficult situations with customers
Strong analytical skills, ability to tackle problems, learn new technologies, and enthusiasm to continually evolve as a technical expert for multiple Atlassian products
Exhibit strong team-oriented interpersonal and collaboration skills to effectively work with a wide variety of people and roles
Respect for the value of teamwork, able to collaborate with the entire team
Language:
Must be fluent in both Korean and English (verbal & written)
Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefitsto learn more.
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.
South Korea
