Support Engineer – Middle

This is a fully remote position, open to applicants in Serbia, +2 more countries.

📋 Description

• Assist in the development and management of Jira Software, Jira Service Management, and Confluence Data Center.

• Set up Jira projects, workflows, transitions, conditions, validators, post-functions, fields, screens, schemes, roles, and notifications.

• Create Jira Service Management portals, request types, forms, queues, SLAs, approvals, routing, and automated related-issue creation.

• Oversee Jira and Confluence groups, roles, permission schemes, issue security, space permissions, and page permissions.

• Investigate issues related to ticket, comment, and data visibility.

• Develop and maintain Automation for Jira rules and ScriptRunner/Groovy solutions.

• Provide support for REST API, webhook, JSON, Slack, email, and integrations with connected systems.

• Analyze Jira, Confluence, and app-related issues by replicating problems, reviewing configurations and logs, and evaluating automation results.

• Escalate issues to senior engineers or owners of connected systems as necessary.

• Manage requests until they are resolved by clarifying requirements, coordinating changes, verifying scenarios, documenting solutions, and ensuring stakeholder validation.

• Enhance service management workflows, integrations, processes, and platform configurations.

⛳️ Requirements

• A minimum of 2 years of hands-on Jira administration experience, particularly with Data Center and Jira Service Management.

• Proficiency in English at a B1+ level for documentation and ticket communication.

• Native-level Russian for workplace interactions.

• Familiarity with Jira Cloud and Confluence Cloud, along with practical experience using both platforms.

• Strong understanding of workflows, schemes, screens, field configurations, project roles, and permission models.

• Capability to account for configurations that are shared across multiple projects.

• Practical experience in configuring JSM request types, forms, portals, queues, SLAs, and customer access.

• Experience in managing Confluence spaces, pages, groups, restrictions, and troubleshooting access issues.

• Ability to create and troubleshoot Automation for Jira rules and utilize JQL and smart values.

• Hands-on experience with ScriptRunner: reading and modifying existing Groovy scripts, understanding their execution, verifying outcomes, and diagnosing errors.

• Knowledge of REST APIs, HTTP, JSON, and webhooks.

• Competence in investigating authentication, service account permissions, integration payloads, and responses.

• Basic practical knowledge of Assets: objects, attributes, relationships, permissions, and using Assets data in Jira processes.

• Ability to convert user requests into clear requirements and acceptance criteria.

• Skill in identifying inconsistencies between descriptions, documentation, and comments.

• Ability to independently track dependencies and deadlines, while proactively communicating blockers or planning changes.

• Effective communication with both technical and business teams.

• Careful management of access permissions, personal data, and public and internal comments.

• Advanced experience in Groovy and ScriptRunner is a plus.

• Familiarity with creating and maintaining eazyBI reports is an advantage.

• Experience with Tempo, BigPicture, Email This Issue, or Smart Checklist is beneficial.

• Knowledge of integrations such as HiBob–Jira–Tempo, Jira–Slack, Jira–GitLab, or similar is advantageous.

• Experience in project or space migrations and consolidation is a plus.

• Previous experience migrating Jira or Confluence from Server/Data Center to Cloud is a plus.

• Experience supporting SSO integrations with an IAM team is an advantage.

🏝️ Benefits

• Private health insurance.

• Sports benefits.

• Comprehensive Mental Health Program.

• Free online English lessons.

• Local language courses.

• Paid time off.

• Maternity leave support.

• Referral program rewards.

• Opportunities for upskilling, internal workshops, and participation in professional conferences and corporate events.