Job Title: Jira Atlassian L2 Support Engineer
Location: Pune
Working hours: 2pm to 11pm and 3pm to 12am
Employment Type: Full-time
Work days : Monday to Friday (Hybrid )
Job Summary:
We are looking for an experienced and detail-oriented Jira Atlassian Level 2 Support Engineer to join our IT support team. This role is responsible for providing advanced technical support for Atlassian tools (primarily Jira, Confluence, Bitbucket), handling escalations from L1, and ensuring optimal performance, configuration, and usability of the Atlassian ecosystem
Responsibilities:
- Provide Level 2 technical support for Jira, Confluence, Bitbucket, and other Atlassian tools.
- Investigate and resolve issues escalated from Level 1 support in a timely manner.
- Troubleshoot workflows, permission schemes, custom fields, and other configurations in Jira and Confluence.
- Monitor system performance and health, identifying and resolving issues proactively.
- Assist in user and group management, project configurations, and automation rule setups.
- Collaborate with cross-functional teams (DevOps, QA, Project Managers) to support integration and usage of Atlassian tools.
- Maintain documentation for common issues, solutions, and configuration guides.
- Escalate complex issues to Atlassian support (Level 3) or internal development teams as needed.
- Assist in plugin installations, upgrades, and minor tool customizations.
- Participate in Atlassian system maintenance and patching activities.
Requirements:
- 2–4 years of experience in Atlassian Jira/Confluence/Bitbucket support or administration.
- Solid understanding of Jira project schemes, workflows, issue types, and permission models.
- Familiarity with Jira Service Management (JSM) and Confluence administration.
- Experience in troubleshooting Atlassian Marketplace apps/plugins (e.g., ScriptRunner, Xray, etc.).
- Ability to read and analyze log files (Jira logs, application logs).
- Basic scripting knowledge (e.g., Groovy, JQL, or Bash) is a plus.
- Experience with incident management tools and ticketing systems.
- Familiarity with REST APIs and integration troubleshooting is a bonus.
Soft Skills:
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and prioritize tasks effectively.
- Team player with a customer-centric mindset.
Preferred Qualifications:
- Atlassian Certified Professional (ACP) certification is a plus.
- ITIL Foundation or similar certification is desirable.
- Exposure to CI/CD pipelines, DevOps tools, or Agile frameworks
Employee Benefits:
- Group Medical Insurance
- Cab facility
- Meals/snacks
- Continuous Learning Program
Company Profile:
Stratacent is a Global IT Consulting and Services firm, headquartered in Jersey City, NJ, with global delivery centres in Pune and Gurugram plus offices in USA, London, Canada and South Africa.
We are a leading IT services provider focusing in Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their transformation journey and provides services around Information Security, Cloud Services, Data and AI, Automation, Application Development and IT Operations.
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Stratacent India Private Limited is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, age, sex, national origin, ancestry, handicap, or any other factor protected by law.