Atlassian Cloud Support Engineer

Job Description : The Atlassian Cloud Support Engineer will be responsible for administering, supporting, and enabling client users across Jira Software, Jira Service Management, Jira Align, Jira Analytics, Confluence, and Atlassian Cloud Administration.This role also requires knowledge on ROVO AI (Atlassian's AI platform), including the design, testing, and support of both Out-of-the-Box (OOTB) and Custom ROVO agents to optimize ITSM, DevOps, and knowledge management operations. The engineer will deliver L2 / L3 support, drive automation and integrations, ensure compliance alignment, and collaborate with cross-functional teams to provide an AI-powered day-to-day support model.

Mandatory Areas

Must have Skills

Atlassian Administration Yrs of Exp 5+ Years

Production Support Yrs of Exp 5+ Years

Automation Yrs of Exp 5+ Years

Artificial Intelligence Yrs of Exp 3+ Years

Key Responsibilities

Administer and support Jira Software, JSM, Jira Align, Jira Analytics, and Confluence Cloud.

Manage projects, workflows, permission schemes, request types, dashboards, and Confluence spaces.

Handle user provisioning and access management via Entra ID / SSO.

Provide operational support for day-to-day activities, tickets, and escalations.

Configure, test, and deploy ROVO OOTB agents for Jira Service Management and Confluence KB.

Integrate ROVO agents with Service Desk intake, Automation for Jira (A4J), and Jira projects. Automation, Integrations & Scripting

Design and build automation rules ((A4J) in Jira, JSM & Confluence.

Create scripts for bulk administrative operations (Python, Bash, PowerShell, Groovy).

Support ROVO integrations with third-party systems using ROVO connectors.

Configure webhooks, connectors, and Marketplace apps for automation and knowledge routing.

Document knowledge articles, playbooks, and SOPs in Confluence for operational teams.

Required Skills

Strong Administrative and custom config knowledge on Atlassian Cloud : Jira Software, JSM, Jira Align, Analytics, Confluence, Admin.

ROVO AI : Strong understanding of platform architecture, with hands-on experience in OOTB and Custom ROVO agents. Skilled in ROVO actions and integrations with Jira, Confluence, and A4J

Nice to have Proficiency in Python, Bash, Groovy (Script runner optional).

REST APIs : Experience with Atlassian REST v3, Admin APIs, and ROVO endpoints.

DevOps Tools : GitLab CI / CD.

Soft Skills : Strong troubleshooting ability, effective stakeholder communication, thorough documentation, and an AI / automation-first mindset.

Important note :

Minimum 2 years of hands-on experience with Atlassian cloud tools including Jira Service Management and Jira Software.

Willingness to work U.S. business hours to support customers across multiple time zones.

Total team size is 3 On + 8 Off. Out of that 1 On + 8 Off will do the Atlassian tool 24X7 support, remaining 2 On will do the Development