Managed Services Atlassian Consultant

As a Managed Services Consultant, you will help customers get lasting value from their Atlassian environments. You will combine responsive operational support with proactive guidance: resolving issues, spotting opportunities to improve, and helping customers adopt effective ways of working.

About Valiantys

Valiantys helps organizations transform how work gets done across the enterprise, leading with transformation consulting, enterprise service management (ESM), and engineering productivity.

By combining deep process expertise with modern collaboration, automation, and value stream practices, Valiantys enables business, IT, and product teams to design connected, efficient, and human-centered ways of working.

With a strong focus on the modern workforce, the company helps customers reimagine service delivery beyond IT, streamline cross-functional workflows, and improve flow and throughput for engineering teams.

For more information, visit https://valiantys.com

• Our team members are our greatest asset. We aim to make Valiantys a great place to work and a platform for your growth.
• If you enjoy solving customer challenges, sharing your expertise, and finding practical ways to improve how teams work, we would love to hear from you.

Responsibilities

• You will own day-to-day interactions with your clients and deliver recurring support and proactive services that contribute to their long-term success.

Diagnose and resolve customer issues

• Investigate customer requests, troubleshoot problems, and provide timely solutions where possible.
• Escalate complex issues to the appropriate technical expert, ensuring a clear and complete handover.
• Keep customers informed and engaged through to resolution.

Deliver proactive value

• Independently deliver core services such as health reviews, office hours, webinars, and standard enablement sessions.
• Identify risks, inefficiencies, and opportunities to improve customers’ managed environments, then recommend practical optimizations.
• Encourage adoption and address potential blockers before they become bigger issues.
• Understand customer needs within the scope of their Managed Services contract and connect recommendations to wider business objectives, involving Sales or Delivery colleagues where relevant.

Build trusted customer relationships

• Manage day-to-day customer interactions with clarity, responsiveness, and a solution-oriented approach.
• Build trust with key customer contacts through ownership, reliability, and consistent follow-through.
• Act as the main point of contact for Tier 2 customers.

Strengthen the team

• Create and maintain useful documentation, including standard operating procedures, how-to guides, troubleshooting steps, and knowledge-base articles.
• Review colleagues’ documentation and contribute to shared quality standards.
• Take part in team rituals, knowledge-sharing sessions, workshops, and collaborative problem-solving.
• Support cross-functional initiatives and help onboard colleagues by sharing your knowledge of our tools and documentation.

Requirements

• Experience supporting customers in a technical, consulting, or managed-services environment.
• Working knowledge of Atlassian products and the ability to troubleshoot operational issues in customer environments.
• A proactive, service-minded approach: you look beyond the immediate request to identify useful improvements.
• Clear communication skills and the ability to build productive relationships with customer stakeholders.
• Confidence delivering enablement sessions or explaining technical topics in an accessible way.
• Strong documentation habits and a collaborative approach to sharing knowledge with colleagues.
• The ability to manage day-to-day customer work autonomously and to recognize when an issue needs to be escalated.
• You will report to the Managed Services Manager and work closely with Managed Services colleagues, Customer Success Management, Delivery, and Enterprise Technology & Innovation.
• 5y experience supporting customers in a technical, consulting, or managed-services environment.
• Working knowledge of Atlassian products and the ability to troubleshoot operational issues in customer environments.
• A proactive, service-minded approach: you look beyond the immediate request to identify useful improvements.
• Clear communication skills and the ability to build productive relationships with customer stakeholders.
• Confidence delivering enablement sessions or explaining technical topics in an accessible way.
• Strong documentation habits and a collaborative approach to sharing knowledge with colleagues.
• The ability to manage day-to-day customer work autonomously and to recognize when an issue needs to be escalated.

Benefits

• Sense: Understand your assignments and see the impact of your work.
• Training: Access the time and budget to develop your skills and build your career.
• Flexibility: Work in an environment designed to support balance across the different parts of your life.

Valiantys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to personal background, identity, or beliefs.