Atlassian Support Engineer – Middle

About the role

In this role, you will join the Atlassian team at SOFTSWISS, focusing on supporting and developing Jira Software, Jira Service Management, and Confluence Data Center. Your work will be essential to streamlining internal services and improving business processes across the organization.

You will be responsible for configuring Jira to meet team needs, managing access in Jira and Confluence, and building automation solutions. Success in this position will depend on your ability to troubleshoot issues, communicate effectively with stakeholders, and ensure that the platforms function smoothly.

Skills that matter here

• Jira: You will configure and manage Jira to support various team processes.
• Confluence: Your role involves administering Confluence spaces and managing access permissions.
• REST APIs: You will support integrations and data exchange using REST APIs and webhooks.
• JSON: Understanding JSON is crucial for data handling and integrations.
• Groovy: You will work with Groovy scripts to build and maintain automation solutions.
• Automation for Jira: You will create and troubleshoot automation rules to enhance workflows.

Who this role suits

• You have a strong technical background in Jira administration and are comfortable troubleshooting complex issues.
• You communicate clearly with both technical and non-technical teams, ensuring all stakeholders understand project requirements.
• You are proactive in managing your commitments and can independently track dependencies and deadlines.
• You are fluent in English and Russian, allowing you to navigate workplace communications effectively.

From the employer

Key Responsibilities:

• Configure Jira to support team processes: projects, workflows, transitions, conditions, validators, post-functions, fields, screens, schemes, roles, and notifications.
• Develop Jira Service Management: service portals, request types, forms, queues, SLAs, approvals, routing, and automated creation of related issues.
• Manage access in Jira and Confluence: groups, project roles, permission schemes, issue security, and space and page permissions.
• Investigate visibility issues affecting tickets, comments, and data.
• Build and maintain automation: Automation for Jira rules and existing ScriptRunner/Groovy solutions, including Behaviours, workflow logic, and scheduled jobs.
• Support integrations and data exchange: REST APIs, webhooks, JSON, Slack and email notifications, and synchronisation of fields and data between Jira and connected systems.
• Investigate issues in Jira, Confluence, and their apps: reproduce problems, review configurations, logs, and automation results, identify causes, and involve senior engineers or owners of connected systems when needed.
• Own requests through to a confirmed outcome: clarify requirements and dependencies, agree on changes, verify key scenarios and exceptions, document solutions, and coordinate validation with stakeholders.

Required Experience:

Hard Skills:

• At least 2 years of practical Jira administration experience, including Data Center and Jira Service Management.
• English at B1+ level for documentation and ticket communication, and native-level Russian for workplace communication.
• Understanding of Jira Cloud and Confluence Cloud, with hands-on experience working with both platforms.
• A solid understanding of workflows, schemes, screens, field configurations, project roles, and permission models.
• Ability to account for configurations shared across multiple projects.
• Practical experience configuring JSM request types, forms, portals, queues, SLAs, and customer access.
• Experience administering Confluence spaces, pages, groups, restrictions, and troubleshooting access issues.
• Ability to create and troubleshoot Automation for Jira rules and use JQL and smart values.
• Practical ScriptRunner experience: reading and modifying existing Groovy scripts, understanding when they run, verifying results, and diagnosing errors.
• Understanding of REST APIs, HTTP, JSON, and webhooks.
• Ability to investigate authentication, service account permissions, integration payloads, and responses.
• Basic practical experience with Assets: objects, attributes, relationships, permissions, and using Assets data in Jira processes.

Soft Skills:

• Ability to translate user requests into clear requirements and acceptance criteria, identifying inconsistencies between descriptions, documentation, and comments.
• Ownership of commitments: track dependencies and deadlines independently, and communicate blockers or changes to plans before stakeholders ask for an update.
• Clear communication with technical and business teams: explain limitations, propose options, and document agreed solutions.
• Careful handling of access permissions, personal data, and public and internal comments.

Our Benefits:

• Private health insurance
• Sports benefits
• Comprehensive Mental Health Program
• Free English lessons (online)
• Local language courses
• Paid time off
• Maternity leave support
• Referral program rewards
• Upskilling, internal workshops, and participation in professional conferences and corporate events.