Senior Technical Support Specialist

Job Summary

Guardian is seeking a Senior Atlassian Platform Support Specialist through HCLTech to provide technical leadership and hands-on support for Jira Data Center and Confluence Data Center in a Linux-based enterprise environment. This role serves as the senior subject matter expert within a two-person offshore support model, providing backup coverage with the Atlassian Platform Support Specialist while leading complex troubleshooting, production support, upgrades, integrations, governance recommendations, and continuous improvement. The specialist will help maintain secure, stable, and supportable platforms, provide technical estimates and timelines for assigned responsibilities, and assist with Jira Cloud migration activities and post-migration support. This opportunity offers broad ownership across enterprise Atlassian platforms, complex integrations, automation, and modernization.

Key Responsibilities

• Five or more years of hands-on administration and production support experience with Jira Data Center and Confluence Data Center in a large or complex enterprise environment.
• Demonstrated experience configuring and supporting Jira projects, workflows, issue types, screens, fields, schemes, boards, dashboards, Jira Query Language reporting, permissions, roles, and automation rules.
• Demonstrated experience configuring and supporting Confluence spaces, permissions, restrictions, templates, macros, page organization, labels, and content controls.
• Experience supporting Linux-based enterprise applications, including application services, logs, Apache Tomcat, Java Virtual Machine troubleshooting, Secure Sockets Layer certificates, networking, and load-balanced or clustered environments.
• Experience planning and executing application upgrades, patches, hotfixes, plugin compatibility reviews, testing, rollback, deployment, and change-management activities across development, user acceptance testing, and production environments.
• Strong integration troubleshooting skills, including REST application programming interfaces, webhooks, application links, authentication, data synchronization, field and status mappings, and log analysis. Prior expertise in the integrated products is not required.
• Working knowledge of enterprise IT service management processes, including incident, service request, problem, and change management, priority-based support, escalation, and root-cause analysis.
• Experience supporting enterprise production platforms, including platform-health monitoring, availability and performance troubleshooting, vendor coordination, backup and disaster recovery readiness, and security or vulnerability remediation.

Skill Requirements

• Atlassian certification or comparable Jira and Confluence administration credentials.
• Experience with Jira Cloud, Confluence Cloud, Atlassian Administration, Atlassian Guard, cloud-readiness activities, migration support, or post-migration operations.
• Experience with ScriptRunner or comparable scripting and automation capabilities.
• Advanced experience with Jira Automation, workflow automation, notifications, scheduled rules, and maintainable rule design.
• Experience designing Jira Query Language filters, dashboards, operational metrics, and stakeholder reporting.
• Working knowledge of SQL for troubleshooting or reporting.
• Familiarity with Agile, Scrum, Scaled Agile Framework, DevOps, value streams, and enterprise software-delivery practices.
• Experience coordinating with infrastructure, database, security, application, and external vendor support teams in a distributed enterprise environment.

Other Requirements

• Lead complex Jira and Confluence administration and operational support across development, user acceptance testing, and production, including projects, spaces, workflows, schemes, permissions, dashboards, reports, templates, automation, marketplace applications, and escalated user issues.
• Lead platform lifecycle and reliability activities by analyzing recurring issues, coordinating upgrades and patching, validating rollback readiness, guiding performance and capacity improvements, and partnering with infrastructure, database, identity, security, and vendor teams.
• Own advanced incident and problem resolution for Jira and Confluence, including major-incident support, root-cause analysis, production escalations, backlog prioritization, knowledge articles, operational metrics, and platform-health reporting.
• Lead technical troubleshooting for Jira and Confluence integrations by analyzing authentication, application links, REST APIs, webhooks, mappings, synchronization, and logs; coordinate resolution with connected-product owners and vendors. ServiceNow SPM expertise is not required.
• Provide senior technical support for Jira Cloud migration preparation, assigned execution activities, dependency analysis, technical cleanup, estimates and timelines, validation, and post-migration stabilization. Overall project planning and project management are outside the role.
• Recommend scalable configurations, standards, exception treatments, and platform improvements while independently performing routine decisions and changes needed to fulfill assigned duties. Material exceptions, governance changes, and high-impact production decisions will follow Guardian approval processes.
• Promote secure and maintainable use of Jira and Confluence through standardized configurations, access reviews, vulnerability remediation, audit support, technical documentation, operational runbooks, and reduction of unnecessary customization and technical debt.