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Atlassian offers flexible work options (office, home, or hybrid) and hires in any country with a legal entity, but this specific role requires being based in South Korea and working Korea Standard Time. The position requires fluency in Korean and English (verbal and written) and involves owning, troubleshooting, and resolving customer technical issues using best practices, root cause analysis, and cross-team transparency, with timely escalation per standard operating procedures. Responsibilities include providing technical support through tickets, phone, and screen shares, serving as the escalation point with strong soft skills and subject-matter expertise, and performing case reviews to identify trends and develop improvement plans for the support engineers. The role emphasizes leveraging operational experience to guide team tactics, contribute to continuous improvement projects, and create or review knowledge articles, SOPs, and best practices for end-users and the global support team, while ramping up on new technologies for customer-facing work. Additional duties include occasional weekend shifts, influencing customers and partners to migrate from On-prem to Cloud, coordinating with cross-functional teams (Customer Success, Sales, Engineering) for migration projects, and participating in release readiness activities.

Atlassian offers flexible work locations (office, home, or hybrid) and hires in any country with a legal entity; this role, however, must be based in South Korea and follow Korea Standard Time, with fluency in Korean and English required. You will own, troubleshoot, and resolve customer technical issues using collaboration, root-cause analysis, and best practices, with transparency within and across teams, escalating issues according to Standard Operating Procedures. You will provide technical support across channels (tickets, phone calls, and screen shares), jump on calls to provide updates, and serve as the point person for escalations using your soft skills and subject-matter expertise to resolve issues for customers. You will perform case reviews to identify trends and develop action plans for support engineers, use operational experience to identify trends and guide team tactics, contribute to continuous improvement projects, understand customer use cases, and advocate for feature requests and bug fixes; you will also create and review knowledge-based articles, SOPs, and documentation for end-users and the global support team. You will ramp up quickly on new technologies for customer-facing use, work with diverse teams to share best practices and embody Atlassian values, participate in release readiness activities, occasionally work weekend shifts, and collaborate with customer success, sales, and engineering to migrate Atlassian products from On-prem to Cloud.