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Senior Support Engineer, Cloud Migrations & Support



Customer Service
Seoul, South Korea · Seoul, South Korea · Remote
Posted on Friday, June 14, 2024

Senior Support Engineer, Cloud Migrations

Support | Seoul, South Korea | Remote, Remote | Full-Time

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The Migration Support Engineer is a part of our Cloud Migrations team, which is focused on providing advanced support and product expertise to our largest customers. In this role as a support engineer, you will work on our most important customer accounts and collaborate with global Atlassian team members. You will join a growing team of specialists improving our support capabilities, capacity, and quality for our largest and most sophisticated customers.

Our Support Engineers for Migrations hit that sweet spot between a technical and customer-facing role and focus on providing advanced support and product expertise to our largest customers who are on their migration journey from their On-Prem Atlassian products to Atlassian Cloud. You will lead customer-facing calls communicating progress updates, action plans to migration blockers, runbooks, and production migration execution. You will partner closely with Cloud Migrations Manager, Product and Engineering teams to deliver an awesome migration experience to our customers and provide insights to the product team on making our Migration tooling and customer experience better.

  • 8+ years of experience in support, software services, and/or system administration for a large end-user community

  • 2+ years of experience working with enterprise customers in a high-touch model

  • Experience in migrating customers from Server to the Cloud an added advantage

  • Strong database skills, with the expertise to write and update SQL queries with ease

  • Expertise to write, review or modify scripts (Python, bash/shell)

  • Deep understanding of SSO, SAML, LDAP, Active Directory, SSL, etc

  • Experience with Splunk

  • Experience with APIs and REST calls

  • Worked with various operating systems, such as Linux, Unix, and Windows.

  • Proven knowledge of networks

  • Experience supporting Java, especially the JVM components

  • You handle problems, learn new technologies, and enthusiasm to continually evolve as a technical expert

  • Exhibit a strong team-oriented outlook and the ability to effectively work with several people and roles

  • Exceptional soft skills, both internal and external communications by email, phone, and VC

  • Demonstrable ability to de-escalate difficult situations with customers

  • Experience getting on calls with customers to provide updates on migration and also hosting these calls

  • Engage support teams across multiple regions and/or cross functions within Atlassian like CSM and EA's for best outcomes towards the customer's migration project

  • Experience working in an Enterprise environment or with Enterprise customers

  • Collaboration skills with a customer and/or partner team to follow best practices for a successful migration

  • Technical Knowledge

  • Linux/Unix OS; command line knowledge

  • Experience with Splunk (not a must)

  • SQL knowledge

  • Knowledge of REST API

  • Strong scripting knowledge; Ability to write, update and understand scripts

  • User Management & Authentication; Basic knowledge of SSO, SAML, LDAP, AD

  • Occasional weekend shift rotation required