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Principal Support Engineer, Cloud Migrations

Atlassian

Atlassian

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

Principal Support Engineer, Cloud Migrations

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

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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.

This is a remote position. To help our teams work together effectively, this role requires you to be located in South Korea.


What you'll do

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.

Your future team

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.


Your background

  • 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

#LI-Remote

Our perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.