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.

We're looking for a manager for our technical support team. The goal is to make our customers awesome. You will join a growing team of specialists who will improve our support capabilities, capacity, and quality for our customers in Japan.

More about you:

You will be key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian, and building a wide and loyal customer base for the Atlassian products and brand. You will perform team management, career development, and support tickets monitoring/analyzing/triage for Atlassian products. Additionally, you will work closely with related teams to resolve high-priority customer issues.

• Manage highly skilled support engineers and ensure their development, training, effectiveness, and competence

• Develop support engineers’ skills, capabilities, and effectiveness

• Track support tickets/incident management activities, their quality, support data analysis, and timeliness

• Determine methods and procedures, and guide team members in problem-solving

• Ensure high expectations of customer support and service level agreements are met and maintained

• Manage projects effectively

• Participate in continual learning by personal study and attending classes and seminars

On your first day, we'll expect you to have:

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

• 3+ years of experience managing technical members ;

• 8+ years of experience in supporting a wide range of PC hardware and software, local area networks (LANs), data and voice communication applications, and, a demonstrated understanding of related computer systems and office applications

• Ability to adapt and learn new concepts and products

• Strong troubleshooting skills

• Ability to work through the complexity and a variety of technical, customer, and employee issues with efficiency

• Proven energetic leadership, proven capacity, and additional scope of responsibility

• Fluent in Japanese speaking/writing and Business-level English;

Preferred qualifications:

• Experience with a team manager of technical support area;

• Technical experiences ( some of the following areas);

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

  • Familiarity with one or more of the scripting languages (Shell/Python etc.);

  • 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;

• The ability to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress, and next steps.

• Experience with AI-related technology;

• Experience with Atlassian products;

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.

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.