Description

Manage Jira and Confluence Data Center environments, lead migrations to Cloud, and serve as the primary escalation point for complex technical issues.

This role is on-site.

Responsibilities

• Own and troubleshoot complex customer technical issues, performing root cause analysis and error diagnosis.
• Drive Jira and Confluence migrations from Data Center to Cloud environments.
• Mentor support engineers, conduct training, and improve team technical skills.
• Develop automation and self-help assets to drive case deflection and improve engineer experience.
• Collaborate with internal and external partners to de-escalate difficult customer situations.

Required Skills

• 4+ years in Technical Support, Software Services, or system administration.
• 2-3+ years managing Jira and Confluence Data Center (AWS hosted preferred).
• Strong SQL skills for database queries and data manipulation.
• Frontend troubleshooting using Browser Dev Tools and HAR file analysis.
• Understanding of network terminologies (DNS, DHCP, SSL, Proxy, Firewalls) and basic troubleshooting commands.
• Ability to analyze Java stack traces and troubleshoot Java-based applications.

Preferred Skills

• Experience with APIs, REST calls, and Jira Service Manager.
• Familiarity with Splunk, Dynatrace, Clarity, and AWS Cloud technologies.
• Knowledge of OAuth, SSO/SAML, Linux environments, and Python/Ansible scripting.

Key Skills

Education

Bachelor's degree