Atlassian offers flexible work options (office, remote, or hybrid) and hires globally where it has a legal entity; this role, however, requires being based in South Korea, working KST hours, and fluency in both Korean and English. You will own, troubleshoot, and resolve customer technical issues using collaboration, root cause analysis, and cross-team transparency, escalating issues according to Standard Operating Procedures. You will provide technical support through tickets, phone calls, and screen shares, serve as the escalation point person, and conduct case reviews to identify trends and create action plans for support engineers. You will create and review knowledge-based articles, SOPs, best practices, and documentation for end-users and the global support team, and you will ramp up quickly on new technologies while working with diverse teams and upholding Atlassian values. The role may include occasional weekend shifts, influence customers and local partners on best practices for migrating from On-prem to Cloud, engage cross-region teams across Customer Success, Sales, and Engineering for migration projects, and participate in release readiness activities.
