Website Scleralabs
Are you experienced with Jira, Confluence, and Atlassian Cloud administration? We’re looking for a Part-Time Support Engineer to join our team and provide excellent support to our users!
What You’ll Do
As a Support Engineer, you will:
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Provide L1/L2 support for Jira Software, Jira Service Management (JSM), and Confluence users.
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Manage user accounts, permission schemes, workflows, screens, and fields.
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Troubleshoot and resolve configuration issues, access problems, and errors.
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Support Atlassian Cloud environments — including projects, schemes, automations, and basic integrations.
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Identify root causes for performance issues or misconfigurations.
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Create and maintain clear, user-friendly support documentation, FAQs, and how-to guides.
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Communicate effectively with both technical and non-technical users.
Required Skills & Experience
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3–4 years of relevant experience in support or administration roles
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Strong expertise in Atlassian Tools:
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Jira Software
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Jira Service Management (JSM)
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Confluence
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Experience in user management, permission schemes, workflows, screens, and fields
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Ability to diagnose and resolve configuration and access issues
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Familiarity with Atlassian Cloud administration
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Basic troubleshooting skills for performance/technical issues
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Excellent written and verbal communication skills
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Ability to explain technical concepts clearly to non-technical users
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Documentation skills: creating and updating support documentation, FAQs, and User guides.
Key Responsibilities
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Deliver Day-to-Day Support: Provide timely and effective support for Jira Software, Jira Service Management (JSM), and Confluence to internal teams and external customers.
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User Request Handling: Manage routine user requests including access and permission issues, project/space setup, and configuration support for workflows, fields, and screens.
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Ticket Triage & Resolution: Triage, prioritize, and resolve support tickets within defined SLAs, ensuring high quality and responsiveness.
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Basic Administration Support: Assist with essential admin tasks such as user onboarding/offboarding, group and role management, monitoring automation rules, and applying fixes where needed.
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Escalation Coordination: Work closely with senior Atlassian administrators to address complex issues and ensure timely escalation and resolution of critical problems.
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Documentation & Knowledge Base: Maintain, update, and improve support documentation, FAQs, and knowledge base articles to enable self-service and efficient resolution.
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System Hygiene & Optimization: Support ongoing system hygiene by identifying and cleaning up unused projects, users, and workflow elements where appropriate to maintain optimal system performance.
Additional Skills
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Prior experience working with ITSM or Helpdesk environments
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Familiarity with Atlassian Marketplace apps (Tempo, ScriptRunner, Assets, etc.) is a plus
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Ability to work independently during assigned hours
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Strong attention to detail and structured problem-solving mindset
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Willingness to learn and stay updated with Atlassian product changes
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Experience supporting remote or distributed teams is an advantage
If you’re passionate about Atlassian tools and enjoy helping users solve problems, we’d love to hear from you!
