Atlassian Support Engineer

SOFTSWISS is looking for an Atlassian Support Engineer to join our Atlassian team. The team supports and develops Jira Software, Jira Service Management, and Confluence Data Center, which are essential to the company’s internal service and business processes. Our work covers project and service portal configuration, access management, automation, integrations, and technical troubleshooting. We handle both daily service requests and planned initiatives, including process improvements, integrations with corporate systems, and platform changes.

You'll support and improve SOFTSWISS's Atlassian platforms to ensure they meet the needs of internal teams and business processes. Your work will focus on maintaining effective Jira and Confluence configurations, improving service management workflows, and supporting automation and integrations with corporate systems.

• Configure Jira to support team processes: projects, workflows, transitions, conditions, validators, post-functions, fields, screens, schemes, roles, and notifications.
• Develop Jira Service Management: service portals, request types, forms, queues, SLAs, approvals, routing, and automated creation of related issues.
• Manage access in Jira and Confluence: groups, project roles, permission schemes, issue security, and space and page permissions.
• Investigate visibility issues affecting tickets, comments, and data.
• Build and maintain automation:
  Automation for Jira rules and existing Script Runner/Groovy solutions, including Behaviours, workflow logic, and scheduled jobs.
• Support integrations and data exchange: REST APIs, webhooks, JSON, Slack and email notifications, and synchronisation of fields and data between Jira and connected systems.
• Investigate issues in Jira, Confluence, and their apps: reproduce problems, review configurations, logs, and automation results, identify causes, and involve senior engineers or owners of connected systems when needed.
• Own requests through to a confirmed outcome: clarify requirements and dependencies, agree on changes, verify key scenarios and exceptions, document solutions, and coordinate validation with stakeholders.
• Core Platforms and Automation Jira Software, Jira Service Management, Confluence Data Center Jira Automation / Automation for Jira Script Runner, Groovy, Behaviours, workflow conditions, validators, post-functions, and scheduled jobs Assets / Insight JQL, REST APIs, webhooks, JSON

• At least 2 years of practical Jira administration experience, including Data Center and Jira Service Management.
• English at B1+ level for documentation and ticket communication, and native-level Russian for workplace communication.
• Understanding of Jira Cloud and Confluence Cloud, with hands‑on experience working with both platforms.
• A solid understanding of workflows, schemes, screens, field configurations, project roles, and permission models.
• Ability to account for configurations shared across multiple projects.
• Practical experience configuring JSM request types, forms, portals, queues, SLAs, and customer access.
• Experience administering Confluence spaces, pages, groups, restrictions, and troubleshooting access issues.
• Ability to create and troubleshoot Automation for Jira rules and use JQL and smart values.
• Practical Script Runner experience: reading and modifying existing Groovy scripts, understanding when they run, verifying results, and diagnosing errors.
• Understanding of REST APIs, HTTP, JSON, and webhooks.
• Ability to investigate authentication, service account permissions, integration payloads, and responses.
• Basic practical experience with Assets: objects, attributes, relationships, permissions, and using Assets data in Jira processes.
• Ability to translate user requests into clear requirements…