Managed Services Atlassian Consultant

Valiantys

1d•Hybrid

About The Position

Valiantys is seeking a Managed Services Atlassian Consultant to help customers get lasting value from their Atlassian environments. The role combines responsive operational support with proactive guidance, including resolving issues, identifying improvements, and helping customers adopt effective ways of working. The consultant owns day-to-day customer interactions and delivers recurring support and proactive services that contribute to long-term customer success. The consultant investigates and troubleshoots customer requests, provides timely solutions, escalates complex issues with clear handovers, and keeps customers informed through resolution. They independently deliver core services such as health reviews, office hours, webinars, and standard enablement sessions, while identifying risks, inefficiencies, and practical optimization opportunities. They also manage customer relationships, serve as the main point of contact for Tier 2 customers, and contribute to team documentation, knowledge sharing, collaboration, and onboarding. The position reports to the Managed Services Manager and works closely with Managed Services colleagues, Customer Success Management, Delivery, and Enterprise Technology & Innovation. Valiantys describes its work as helping organizations transform enterprise work through transformation consulting, enterprise service management, and engineering productivity. It offers training and development, flexibility, a hybrid work model, flexible remote work, health insurance coverage, equipment choice, and a collaborative international environment.

Requirements

At least 5 years of experience supporting customers in a technical, consulting, or managed-services environment.
Working knowledge of Atlassian products and ability to troubleshoot operational issues in customer environments.
A proactive, service-minded approach, including identifying useful improvements beyond the immediate request.
Clear communication skills and ability to build productive relationships with customer stakeholders.
Confidence delivering enablement sessions or explaining technical topics accessibly.
Strong documentation habits and a collaborative approach to sharing knowledge with colleagues.
Ability to manage day-to-day customer work autonomously and recognize when an issue needs escalation.

Responsibilities

Investigate customer requests, diagnose and troubleshoot problems, and provide timely solutions where possible.
Escalate complex issues to the appropriate technical expert with a clear and complete handover.
Keep customers informed and engaged through issue resolution.
Independently deliver core services, including health reviews, office hours, webinars, and standard enablement sessions.
Identify customer-environment risks, inefficiencies, and opportunities for improvement, and recommend practical optimizations.
Encourage adoption and address potential blockers before they become larger issues.
Understand customer needs within their Managed Services contract and connect recommendations to wider business objectives, involving Sales or Delivery colleagues where relevant.
Manage day-to-day customer interactions with clarity, responsiveness, and a solution-oriented approach.
Build trust with customer contacts through ownership, reliability, and consistent follow-through.
Act as the main point of contact for Tier 2 customers.
Create and maintain standard operating procedures, how-to guides, troubleshooting steps, and knowledge-base articles.
Review colleagues’ documentation and contribute to shared quality standards.
Participate in team rituals, knowledge-sharing sessions, workshops, and collaborative problem-solving.
Support cross-functional initiatives and help onboard colleagues by sharing knowledge of tools and documentation.