Cloud Senior Support Engineer, Atlassian

Cloud Senior Support Engineer

Atlassian

Location:

Japan, Yokohama

Category:

IT - Software Development

Contract Type:

Employment contract

Salary:

Not provided

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Job Description:

We're seeking a Senior Technical Support Engineer to join our Cloud product support team in Japan. This role includes triage, debugging, and solving technical issues while delivering an excellent customer experience. The candidate should be fluent in Japanese and business-level English and have strong technical knowledge in areas such as SQL, Web technologies, Cloud, and network terminologies. The role supports remote work and provides onboarding training, benefits, and resources.

Job Responsibility:

Provide a consistent quality experience
Bring new and improved support methodologies to Atlassian
Build a wide and loyal customer base to the Atlassian products and brand
Perform triage, root cause analysis, debugging, and solving across one-to-many Atlassian products
Receive onboarding training to become a specialist in Atlassian products, system technologies, and network technologies.

Requirements:

5+ years of experience in technical support, software services, and/or system administration for a large end-user community
2+ years of experience solving complex technical problems
Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills
Proven ability de-escalating difficult situations with customers, while multi-tasking between tickets and mentoring your team
Strong interpersonal skills to effectively collaborate with a wide variety of people, from junior engineers to senior executives
Technical experiences
Strong database skills, with the expertise to write and update SQL queries with ease
Experience with Web technologies such as DNS, HTTP, APIs and REST calls
Familiarity with Cloud technologies such as AWS
An understanding of Network terminologies, LAN, WAN, TCP/IP, OSI, NAT, DHCP, TLS/SSL, Routing Protocols
Fluent in Japanese speaking/writing and Business level English

Nice to have:

Experience in understanding and supporting Java apps
Experience with Splunk
Experience with Atlassian products

What we offer:

Health coverage
Paid volunteer days
Wellness resources
Visit go.atlassian.com/perksandbenefits to learn more.

Additional Information:

Job Posted:

March 19, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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