Atlassian offers flexible work options (office, home, or a mix) and hires in any country with a legal entity, but this role must be based in South Korea and aligned to Korea Standard Time with fluency in both Korean and English.
You will own, troubleshoot, and resolve customer technical issues using collaboration, root cause analysis, and SOPs, and provide technical support across tickets, phone, and screen shares, escalating issues promptly per procedures.
You will be the escalation contact, leveraging soft skills and SME knowledge to help customers, perform case reviews to identify trends, and develop action plans for support engineers and contribute to continuous improvement projects.
You will understand customer use cases, advocate for their needs to influence feature requests and bug fixes, and create and review knowledge-based articles, SOPs, best practices, and documentation for end users and the global team; you will ramp quickly on new technologies for customer-facing work.
You will collaborate with diverse teams to drive operational improvements, be prepared for occasional weekend shifts, influence customers/partners to adopt best practices and migrate from On-prem to Cloud, engage multiple Atlassian teams (Customer Success, Sales, Engineering) for migration outcomes, and participate in release readiness activities.
