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deep insights into the Atlassian community

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 hours and occasionally on weekends to meet business needs.

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

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.

Atlassian is revolutionising the software development industry and helping teams all around the world like Nasa, Nike, Pixar and Tesla to advance humanity through the power of software & collaboration. We have over 200,000 customers worldwide, and the Enterprise Solutions Advocates help the largest of those accounts scale their investments in Atlassian.

Our Solution Sales Executive team in APAC is now looking for an experienced solutions sales professional to lead our Jira Service Management sales efforts in Korea. Reporting to the Head of Solution Sales Executive- APAC , you will identify and close new business, drive revenue growth for the Jira Service Management solution, and work with other members in the Go-To-Market team to develop a long term relationship with our top enterprise customers across the Korea market.

In this role, you'll get to:

• Develop and execute a sales strategy to drive revenue growth for Jira Service Management in the Korea market.

• Define and implement a clear vision for your territory and plan/communicate regularly on funnel/account/territory status, resource requirements, challenges, and successes.

• Work with cross-functional teams, including Enterprise Advocate, Marketing, Customer Success, and Product, to ensure customer satisfaction and retention.

• Represent Jira Service Management at industry events and conferences.

• Provide accurate sales forecasts and reports to senior management team located in Australia.

• Work closely and openly with Atlassian partner management as well as directly with our partners who range from the world's largest IT service providers to other sales and service firms of all shapes and sizes.

On your first day, we'll expect you to have:

• At least 10 years of experience in Sales, with a proven track record of achieving and exceeding sales targets in technology vendors

• Experience in the ITSM market and familiarity with any mainstream service management solutions is a must.

• Experience working with Korean customers, be able to work with local SI partners to respond to RFP/RFI.

• Comfortable of making independent decision driving Co-sell and GTM campaign with other Atlassian team and channel partners in the Korean market.

• Fluency in Korean and english is required.

• Certified in ITIL is a plus but not mandatory.