Atlassian · 6 days ago
Migration Senior Support engineer
Greater Brisbane Area
Full-time
Onsite
Senior LevelAtlassian is a company focused on unleashing the potential of every team through their software products. They are seeking a Senior Support Engineer to provide advanced support and product expertise to enterprise customers, particularly those transitioning from On-premise to Cloud solutions, while also offering technical support for cloud products.
CollaborationEnterprise SoftwareSaaSSoftware
Responsibilities
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
Qualification
Required
Strong verbal and written skills in Japanese and English
Experience in providing advanced support and product expertise to enterprise customers
Ability to troubleshoot and resolve technical issues in a timely manner
Experience with collaboration, troubleshooting best practices, and root cause analysis
Ability to provide technical support through different channels (tickets, phone calls, and screen shares)
Experience in handling escalations and using soft skills to resolve customer issues
Ability to perform case reviews to identify trends and improvement areas
Operational experience to identify trends and guide team tactics
Understanding of customer use cases and ability to advocate for their needs
Experience in creating and reviewing knowledge-based articles and documentation
Ability to ramp up quickly on new technologies in a customer-facing environment
Experience working with diverse teams and driving operational improvements
Willingness to participate in occasional weekend shift rotation
Ability to influence customers and local partner teams to follow best practices
Experience engaging support teams across multiple regions and functions
Participation in release readiness activities
Benefits
Health and wellbeing resources
Paid volunteer days
And so much more
Company
Atlassian
Atlassian is a software company that offers proprietary software products for teamwork, project management, and software development.
Founded in 2002
10001+ employees
H1B Sponsorship
Atlassian has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (351)
2024 (184)
2023 (190)
2022 (259)
2021 (156)
2020 (162)
Funding
Current Stage
Public CompanyTotal Funding
$210MKey Investors
T. Rowe PriceAccel
2015-12-10IPO
2014-04-08Secondary Market· $150M
2010-07-14Series A· $60M
Leadership Team
Michael Cannon-Brookes
Co-founder & Co-CEO
Scott Farquhar
Co-Founder and Board Member
Recent News
Sramana Mitra
2026-01-08
Company data provided by crunchbase