Senior Support Engineer, Cloud Migrations

OverviewWorking at AtlassianAtlassians 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.This position requires being based in South Korea and working KST hours. Must be fluent in both Korean and English (verbal & written).ResponsibilitiesOwn, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, root cause analysis, and transparency within and across teamsEscalate issues in a timely manner according to Standard Operating ProceduresProvide technical support through different channels (tickets, phone calls, and screen shares) with customers, jumping on calls as needed to provide updatesBe the point person in handling escalations, using your soft skills and your knowledge as a subject matter expert, to help resolve issues for our customersPerform case reviews to identify trends and improvement areas, allowing you to develop action plans for support engineersUse your operational experience to identify trends, guide team tactics, and contribute to continuous improvement projectsUnderstand customer use cases and advocate for their needs to influence feature requests and bug fixesCreate and review knowledge-based articles, standard operating procedures and best practices, and documentation for both end-users and the global support teamRamp up quickly on new technologies and how to use them in a customer-facing environmentWork with our diverse teams, sharing best practices, driving operational improvements, and living our Atlassian valuesOccasional 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 CloudEngage support teams across multiple regions and/or functions within Atlassian like Customer Success, Sales, Engineering for best outcomes towards the customer’s migration projectParticipate in release readiness activitiesQualifications8+ years of experience in support, software services, and/or system administration for a large end-user community2+ years of experience working with enterprise customers in a high touch modelDatabase skills, with the expertise to write and update SQL queries with easeExpertise to write Scripts (Python, bash/shell)Experience with SSO, SAML, LDAP, Active Directory, SSL, etcExperience with SplunkExperience with APIs and REST callsWorked with different operating systems, such as Linux, Unix, and Windows.Knowledge of networksExperience supporting Java, especially the JVM componentsAbility to handle problems, learn new technologies, and enthusiasm to evolve as a technical expertExperience working in an Enterprise environment or with Enterprise customersExhibit team-oriented and the ability to work with several people and rolesExperience in server-to-cloud migrations an added advantageBenefits & PerksAtlassian 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 AtlassianAt 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 .