Atlassian L1 L2 Support Workflows & Processes

Atlassian L1/L2 Support Workflows & Processes

Job Title: Atlassian L1/L2 Support Engineer
Experience: 5-7 Years
Key Skills: Jira Support, Confluence Support, Jira Workflows, ITIL, Incident Management, SLA Management

Job Description

We are looking for an experienced Atlassian L1/L2 Support Engineer with hands-on experience supporting Jira and Confluence applications, workflow-related issues, and business processes. The candidate should have strong troubleshooting skills and experience working in an ITIL-based support environment.

Roles and Responsibilities

• Provide L1/L2 application support for Atlassian Jira and Confluence.
• Troubleshoot Jira workflow issues, project configurations, user access, and permissions.
• Support workflow transitions, schemes, notifications, and process-related issues.
• Manage incidents and service requests in accordance with defined SLAs.
• Perform initial investigation, root-cause analysis, and escalation to L3/application teams.
• Support Jira Service Management requests and ticket resolution, where applicable.
• Assist users with Jira projects, Confluence spaces, and application-related queries.
• Maintain support documentation, knowledge articles, and standard operating procedures.
• Coordinate with business stakeholders and technical teams to ensure timely issue resolution.

Mandatory Skills

• 5–7 years of experience in IT application support or Atlassian support.
• Hands-on experience with Jira and working knowledge of Confluence.
• Knowledge of Jira workflows, project settings, schemes, and permissions.
• Experience in incident management, ticket handling, and SLA-driven support.
• Strong troubleshooting and communication skills.

Preferred Skills

• Jira Service Management experience.
• Knowledge of ITIL and Agile/Scrum processes.
• Experience supporting enterprise Atlassian environments.

Keywords: Atlassian Support, Jira Support, Confluence Support, Jira L1/L2 Support, Jira Workflows, Jira Service Management, Incident Management, ITIL, SLA Management.