Job Title: Jira Atlassian L2 Support Engineer

Location: Pune

Working hours: 2pm to 11pm and 3pm to 12am

Work days: Monday to Friday (Hybrid)

Responsibilities:

- Provide Level 2 technical support for Jira, Confluence, Bitbucket, and other Atlassian tools.

- Investigate and resolve issues escalated from Level 1 support in a timely manner.

- Troubleshoot workflows, permission schemes, custom fields, and other configurations in Jira and Confluence.

- Monitor system performance and health, identifying and resolving issues proactively.

- Assist in user and group management, project configurations, and automation rule setups.

- Collaborate with cross-functional teams (DevOps, QA, Project Managers) to support integration and usage of Atlassian tools.

- Maintain documentation for common issues, solutions, and configuration guides.

- Escalate complex issues to Atlassian support (Level 3) or internal development teams as needed.

- Assist in plugin installations, upgrades, and minor tool customizations.

- Participate in Atlassian system maintenance and patching activities.

Requirements:

- 2 - 4 years of experience in Atlassian Jira/Confluence/Bitbucket support or administration.

- Solid understanding of Jira project schemes, workflows, issue types, and permission models.

- Familiarity with Jira Service Management (JSM) and Confluence administration.

- Experience in troubleshooting Atlassian Marketplace apps/plugins (e.g., ScriptRunner, Xray, etc.).

- Ability to read and analyze log files (Jira logs, application logs).

- Basic scripting knowledge (e.g., Groovy, JQL, or Bash) is a plus.

- Experience with incident management tools and ticketing systems.

- Familiarity with REST APIs and integration troubleshooting is a bonus.

Soft Skills:

- Strong analytical and problem-solving abilities.

- Excellent communication and interpersonal skills.

- Ability to work under pressure and prioritize tasks effectively.

- Team player with a customer-centric mindset.

Preferred Qualifications:

- Atlassian Certified Professional (ACP) certification is a plus.

- ITIL Foundation or similar certification is desirable.

- Exposure to CI/CD pipelines, DevOps tools, or Agile frameworks