Atlassian offers flexible work arrangements (office, home, or hybrid) and hires in any country with a legal entity, but this role must be based in South Korea and follow KST hours. The position requires fluency in both Korean and English (verbal and written). You will own, troubleshoot, and resolve customer technical issues across channels (tickets, phone, screen shares), escalate per SOPs, and serve as the escalation point using collaboration, root-cause analysis, and transparency across teams. You will perform case reviews to identify trends, develop action plans for support engineers, use operational experience to guide tactics and continuous improvement, advocate for customer needs to influence feature requests and bug fixes, and create knowledge-based articles and SOPs for end-users and the global support team. Additional duties include ramping up on new technologies, collaborating with diverse teams while upholding Atlassian values, occasional weekend shifts, influencing migrations from On-prem to Cloud with customers/partners, engaging with multiple regions or functions (Customer Success, Sales, Engineering) for best migration outcomes, and participating in release readiness activities.
