Atlassian Support Engineer – Middle

Overview:

SOFTSWISS is looking for an Atlassian Support Engineer to join our Atlassian team. The team supports and develops Jira Software, Jira Service Management, and Confluence Data Center, which are essential to the company’s internal service and business processes. Our work covers project and service portal configuration, access management, automation, integrations, and technical troubleshooting. We handle both daily service requests and planned initiatives, including process improvements, integrations with corporate systems, and platform changes.

Purpose of the Role:

You’ll support and improve SOFTSWISS’s Atlassian platforms to ensure they meet the needs of internal teams and business processes. Your work will focus on maintaining effective Jira and Confluence configurations, improving service management workflows, and supporting automation and integrations with corporate systems.

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.

Core Platforms and Automation

• Jira Software, Jira Service Management, Confluence Data Center
• Jira Automation / Automation for Jira
• ScriptRunner, Groovy, Behaviours, workflow conditions, validators, post-functions, and scheduled jobs
• Assets / Insight
• JQL, REST APIs, webhooks, JSON

Apps Supported by the Team

• eazyBI, Tempo, BigPicture, Email This Issue, Smart Checklist.

Connected Systems and Integrations

• HiBob, Slack, HubSpot, 1C, GitLab
• Authentication and identity management systems, including Keycloak/SSO
• Selected notification and alert-routing processes using Opsgenie

This is the team’s working environment. You don’t need deep expertise in every listed app to join us.

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.

Nice to Have:

• Advanced Groovy and ScriptRunner experience, including developing custom scripts, troubleshooting execution errors, and working with complex existing logic.
• Experience creating and maintaining eazyBI reports, configuring data imports, and managing report access.
• Experience working with Tempo, BigPicture, Email This Issue, or Smart Checklist.
• Experience with HiBob–Jira–Tempo, Jira–Slack, Jira–GitLab, or similar integrations.
• Participation in project or space migrations and consolidation, including validating permissions, data, macros, apps, and scenarios after migration.
• Experience migrating Jira or Confluence from Server/Data Center to Cloud.
• Experience supporting SSO integrations in collaboration with an IAM team.