IT Support Engineer (Atlassian Cloud)

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Job Description

1. Main purpose of the job

As an Atlassian Cloud Engineer, you'll play a crucial role in maintaining and evolving our Atlassian Cloud environment. This is more than a support role; you will actively enhance our systems by implementing automation, refining workflows, and driving efficiency. Working alongside senior engineers and stakeholders, you'll resolve complex challenges and empower our teams to work smarter, making a direct and tangible impact on global productivity.

You'll handle the day-to-day administration, configuration, and support for our Atlassian Cloud suite, which includes tools like Jira, Confluence, and Jira Service Management. This involves managing users, setting up permission schemes, configuring workflows, and ensuring the overall stability and availability of our platforms. You'll be on the front lines, making sure our Atlassian tools run smoothly for everyone.

Your role also involves diagnosing and resolving technical issues within the Atlassian Cloud. While you'll be empowered to tackle problems independently, you'll also know when to escalate more complex issues to senior team members. Strong problem-solving skills and the ability to communicate technical information clearly to cross-functional teams are essential, as you'll collaborate with development teams, project managers, and end-users to understand their needs and provide reliable support, ultimately contributing to smooth operations and user satisfaction.

2. Responsibilities and duties

• Advanced Technical Support: You'll serve as a key technical point of contact for complex L2 queries related to our Atlassian suite (Jira, Confluence, Jira Service Management, Opsgenie, etc.). You'll resolve challenging user issues, troubleshoot integration problems, and provide clear guidance to non-technical users, helping bridge the gap between technical functionality and user needs.
• System Optimization & Configuration: You'll actively enhance the Atlassian landscape by implementing technical configurations, refining templates, and optimizing functional aspects like workflows and scalable processes. You'll ensure adherence to HelloFresh standards and best practices, aiming to boost productivity for both administrators and end-users.
• Platform Maintenance & Evolution: You'll contribute to maintaining our Atlassian instances in an optimal state. This involves managing day-to-day operations, monitoring performance, assisting with cost management, and integrating new features while promoting efficient usage and adoption of Atlassian products.
• Automation & Efficiency: You'll help drive and implement automation improvements, particularly between Atlassian tools and identity platforms. Your efforts will streamline processes and optimize the efficiency of managing these tools within the HelloFresh Group.
• Team Enablement: You'll provide technical guidance and support to the L1 support team, equipping them to effectively assist the Atlassian user community.

Skills and Preferred Qualifications

We're looking for a proactive and technically skilled Atlassian Engineer with a minimum of 3 years of experience in complex cloud environments.

Soft Skills:

• Fluent in English with strong interpersonal and communication skills, capable of explaining technical concepts clearly to diverse audiences.
• Excellent organizational skills and the ability to understand, align with, and contribute to the delivery of complex projects.

• Proactively offer advice, collaborate with, and provide expert support to various departments for their Atlassian-related needs.

Technical Skills:

• Proven hands-on experience managing and optimizing Atlassian Cloud instances with over 2000 users, including administering Jira, Jira Service Management, and Confluence. Atlassian certifications for these products are a significant plus.
• Diverse skill set for identifying technical processes, potential risks, and understanding business outcomes to contribute to scalable solutions.
• Strong experience in supporting cloud solutions for large organizations, with a solid understanding of modern cloud-native technology stacks and practical application of ITSM and ITIL best practices.
• Stay updated on Atlassian-related industry trends and enterprise-grade solutions.
• A background in providing 2nd line technical support for internal Atlassian issues is essential, ideally complemented by relevant Atlassian certifications and experience in international enterprise environments.

Work Schedule

- Initially working CET Time, however, is open to change to support either ANZ or NA time zones.

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.

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