Atlassian Platform Support Engineer - Contractor

Atlassian Platform Support Engineer L2 (Contractor)

Experience: 3-8 years
Location: Bangalore Hybrid (minimum 3 days per week in office required)

Role Summary

We are looking for an experienced Atlassian Platform Support Engineer to provide L2 support for our enterprise Atlassian environment. The role requires strong hands-on support and administration experience and the ability to independently troubleshoot and resolve platform issues.

Key Responsibilities

• Provide L2 support for Jira, Confluence, Jira Service Management (JSM), Tempo Timesheets, and Xray in Atlassian Cloud.
• Manage incidents and service requests and drive them through resolution.
• Troubleshoot application, configuration, access, permission, automation, and integration-related issues.
• Perform day-to-day Jira administration, including workflows, screens, custom fields, schemes, permissions, notifications, and user access.
• Administer and troubleshoot Xray, including configuration and user-related issues.
• Administer and support Tempo Timesheets, including account management, timesheet corrections, configuration, and issue resolution.
• Coordinate Tempo month-end activities, including period close, issue resolution, and communication with users and business stakeholders.
• Availability to work extended hours during Tempo month-end close to support business stakeholders and ensure time-sensitive issues are resolved through close.
• Support Jira Automation and troubleshoot automation-related issues.
• Troubleshoot REST API and integration-related issues.
• Support application changes, testing, maintenance, and production activities.
• Support and troubleshoot Atlassian Marketplace applications as required.
• Escalate complex technical issues to platform SMEs or vendors and coordinate through resolution.
• Maintain support documentation and knowledge articles.
• Work directly with business users and technical teams to understand and resolve issues.

Skills & Experience

• 3–8 years of strong hands-on experience, in Atlassian cloud platform, including Jira, Confluence and Jira Service Management (JSM).
• Strong hands-on Tempo Timesheets administration and operational support experience is mandatory.
• Must be available to work extended hours during Tempo month-end close, including coverage into US business hours as required.
• Hands-on Xray experience is mandatory.
• Strong understanding of Jira workflows, schemes, custom fields, permissions and project configurations.
• Good troubleshooting and problem-solving skills.
• Ability to independently handle L2 incidents and service requests.
• Good communication and documentation skills.