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Atlassian offers flexible work options (office, home, or hybrid) and hires globally where it has a legal entity, but this role is based in South Korea with Korea Standard Time hours and requires fluency in both Korean and English. The responsibilities include owning and solving customer technical issues, escalating per Standard Operating Procedures, and providing technical support across channels with timely updates. You will be the escalation point, perform case reviews to identify trends, develop action plans for support engineers, advocate for customer needs in feature requests/bug fixes, and create or review knowledge articles, SOPs, and end-user documentation. The role requires ramping quickly on new technologies, collaborating with diverse teams, sharing best practices, and occasional weekend shifts while embodying Atlassian values. It also involves guiding migrations from On-prem to Cloud by engaging with Customer Success, Sales, Engineering across regions and participating in release readiness activities to ensure successful migrations.

Atlassian offers flexible work locations and hires in any country with a legal entity, but this specific role must be based in South Korea and operate on Korean Standard Time hours. The position requires fluency in Korean and English (verbal and written) and involves owning, troubleshooting, and resolving customer technical issues using best practices and cross-team collaboration. Responsibilities include timely escalation per SOP, providing technical support via tickets, phone calls, and screen shares, serving as the escalation point person, performing case reviews to identify trends, and developing action plans to improve the support team. The role also involves creating and reviewing knowledge articles, SOPs, and best practices, ramping up on new technologies, advocating for customer needs to influence feature requests and bug fixes, and working with diverse teams while upholding Atlassian values. Additional duties include engaging with support teams across regions and functions (Customer Success, Sales, Engineering) for migration projects from On-prem to Cloud, occasional weekend shifts, and participation in release readiness activities.