Senior IT Support Engineer

ABOUT THE ROLE

As a Senior Support Engineer, you will specialize in the support and administration of the Atlassian stack, including Jira, Confluence, and related tools. You’ll manage Atlassian cloud infrastructure, implement automations using ScriptRunner, and optimize configurations to ensure peak performance and security. In addition to maintaining systems, you’ll provide 1st and 2nd line support to internal users, troubleshoot issues, manage permissions and drive best practices to enhance efficiency and optimize the internal Atlassian eco system in alignment with business needs.

As a Senior Support Engineer,

• You will own the Atlassian Stack (Jira Sloud, Service Management, Confluence) and be responsible to configure, manage, maintain and improve the set up.
• You will work on requests from various areas of the business in regards to creating new Jira projects or introducing innovations and improvement to existing configurations.
• You will create custom automations using ScriptRunner for Jira Cloud to enhance the workflow and current operations of existing teams
• You will work to scale our employee productivity platform to support fast-moving teams in a fast-paced environment while helping end users get the most out of Atlassian Stack
• You will provide 1st and 2nd line systems and application level support to end users in other non Atlassian stack
• You will be responsible for troubleshooting problems, answering questions and providing training on IT Systems to end users.
• You will be responsible for identifying, testing, and implementing workarounds for reported issues
• You will assist in the maintenance and rollout of new applications and their integrations.
• You will document procedures, policies, technical instructions and security practices

WHAT WE ARE LOOKING FOR

• You have working knowledge of the following Atlassian product (Jira Cloud, Confluence, BitBucket & Jira Service Management)
• You have hands-on experience in Jira Administration (configuring workflows, custom fields, permission schemes and notification schemes).
• You have knowledge about Identity & security (Okta would be great) 
• You have working knowledge of Atlassian backend.
• You have experience in creating and implementing custom Groovy scripts via ScriptRunner in a Jira Cloud environment.
• You have experience integrating Atlassian tools with third-party systems using REST APIs.
• You have familiarity with webhooks, plugins, and connectors to extend functionality.
• You have excellent customer focus and a can-do attitude and good communication skills.

WHAT YOU WILL GET IN RETURN:

Our location-specific employee benefits are designed to cater to the unique needs of Tideans

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities
• Stock Options
  
  

TIDEAN WAYS OF WORKING:

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. 

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.