Job Description

About the Role_

We are seeking a dedicated and skilled Technical Support Specialist to join our team. The ideal candidate will be responsible for managing and resolving technical issues efficiently while providing exceptional support to our users and developers.

A day in this role_

• Manage Support Ticket Queue: Prioritize and resolve issues efficiently by accommodating work assignments based on SLA delivery and available resources.

• Troubleshoot and Resolve Technical Problems: Assist in diagnosing and resolving technical problems and escalations from incoming requests/incidents.
• Research and Diagnose Issues: Conduct thorough research to diagnose and resolve technical problems for our application toolset.
• Administrative Tasks on Atlassian Tools: Perform administrative tasks and server maintenance using CLI on Atlassian tools (Jira, Confluence and Bitbucket Data Center)
• Atlassian customization: Perform customization at project and space levels for Jira Data Center.
• Product Upgrades: Assist in performing product upgrades to ensure our systems are up to date.
• Gen AI Tool Support: Support developers in the setup and administration of Gen AI tools.
• Monitor Application Health: Continuously monitor the health of applications to ensure optimal performance.

The expertise requested_

• Proven experience in technical support or a similar role.
• Strong problem-solving skills and the ability to troubleshoot complex technical issues.

• Experience with Atlassian tools and server management using CLI.
• Experience with Administrative tasks on Atlassian applications.
• Experience with application monitoring and maintenance.
• Excellent communication skills and the ability to work collaboratively with a team.
• Knowledge of Gen AI tools and their administration is a plus.

• Experience in application server support and Linux administration is required
• Ability to demonstrate strong troubleshooting/diagnostic skills, think analytically while working in a fast-paced IT environment is required.
• Shows initiative and acts independently to resolve problems  discovered.
• Knowledge of code and scripting languages such as BASH and Python
• Knowledge in CI/CD processes and practices in Jenkins
• Experience with SQL, specifically PostgreSQL
• Familiarity with Confirmation Management with Ansible
• Familiarity with Infrastructure as Code with Terraform

Our Core values are focus to inclusion and diversity, all qualified applicants will be considered for employment and will go thru a fair recruitment process regardless of their race, religion, gender identity, sexual orientation, national origin or disability status.

Your journey with us begins here!!