Managed Services Consultant – Atlassian

This is a fully remote position, open to applicants in Germany.

📋 Description

• Diagnose and address customer concerns effectively.

• Investigate customer inquiries, troubleshoot issues, and deliver prompt resolutions.

• Refer complex problems to relevant technical specialists with comprehensive handovers.

• Keep customers updated throughout the resolution process.

• Conduct health reviews, office hours, webinars, and standard enablement sessions.

• Identify risks, inefficiencies, and potential improvements within managed environments.

• Suggest practical optimizations and promote their adoption.

• Comprehend customer needs within Managed Services agreements and align recommendations with business objectives.

• Oversee daily customer interactions.

• Foster trusted relationships with key customer representatives.

• Serve as the primary contact for Tier 2 customers.

• Develop and maintain standard operating procedures, how-to guides, troubleshooting steps, and knowledge base entries.

• Review peer documentation and contribute to maintaining quality standards.

• Engage in team rituals, knowledge-sharing sessions, workshops, and collaborative problem-solving activities.

• Support cross-functional projects and assist in onboarding new team members.

• Report to the Managed Services Manager while collaborating with Managed Services, Customer Success Management, Delivery, and Enterprise Technology & Innovation teams.

⛳️ Requirements

• A minimum of 5 years of experience in providing support to customers in a technical, consulting, or managed services setting.

• Familiarity with Atlassian products.

• Proficient in troubleshooting operational challenges within customer environments.

• A proactive, service-oriented mindset.

• Excellent communication skills and the ability to cultivate productive relationships with customer stakeholders.

• Confidence in delivering enablement sessions or explaining technical concepts in an accessible manner.

• Strong documentation practices.

• Capability to manage daily customer tasks independently and discern when escalation is necessary.

🏝️ Benefits

• Hybrid work model promoting a healthy work-life balance.

• Ongoing development through training, certifications, and community engagement.

• An international and multicultural work environment.

• Flexible remote work policy.

• Comprehensive health insurance coverage for you and your family.

• Choice between PC or Mac equipment.

• A supportive and collaborative organizational culture.

• Dedicated training time and budget for skill development and career advancement.