Technical Support Engineer

1) Atlassian Products: Configuration and Automation (On-Premises and Private Cloud)

a) Design, deploy, and manage Atlassian tools—primarily Jira Service Management (JSM) and Jira Software (JS)—across Azure private cloud and on-premises environments.

b) Ensure smooth integration of Atlassian products with internal and third-party systems.

2) Containerization and Kubernetes

a) Architect, implement, and administer Kubernetes clusters hosted within private cloud infrastructures.

3) Cloud Configuration (Azure, AWS)

a) Set up and maintain CI/CD pipelines.

b) Administer Entra ID (formerly Azure AD) groups and roles.

c) Configure and manage various cloud services and infrastructure components.

4) COTS (Commercial Off-The-Shelf) End-User Support

a) Deliver tier-3 support for user-reported issues.

b) Diagnose and resolve application problems to minimize user impact.

c) Address software issues effectively, ensuring optimal performance and resource use.

5) Incident Management

a) Record and monitor support incidents using the helpdesk/ticketing platform.

b) Maintain detailed, up-to-date ticket information and ensure resolution within established SLAs.

6) Escalation Management

a) Escalate unresolved or complex issues to appropriate vendors or internal teams.

b) Monitor escalated cases to ensure prompt resolution and maintain user satisfaction.