Company Description
We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (18000+ experts across 38 countries, to be exact). Our work culture is dynamic and non-hierarchical. We're looking for great new colleagues. That's where you come in!
Job Description
Overview
This role oversees the administration, customization, and technical support of Atlassian tools within the Stargate developer platform and its broader ecosystem integrations. The scope includes handling support requests, advanced troubleshooting, contributing to improvement projects and documentation, performing bulk operations via Atlassian and Stargate APIs, implementing customized solutions and sharing administration responsibilities for the entire Atlassian ecosystem.
Responsibilities
● Handle internal escalations related to Atlassian tools coming from the frontline support team, ensuring tickets are closed within the defined Service Level Targets, escalating issues to Atlassian or to upstream engineering teams when necessary.
● Manage the technical aspects of the Atlassian ecosystem from an administrator's perspective, contributing to improvement initiatives, implementing and tracking changes and customizations, and enforcing adherence to the defined governance, policies and standards.
● Provide comprehensive guidance on the use, best practices, and features of Atlassian tools to customers, managers, and internal support teams.
● Perform bulk data uploads and extractions using Atlassian and Stargate APIs.
● Contribute to product documentation and knowledge base content to promote self-service and technical enablement.
● Keep the frontline support team runbooks updated and obtain missing information from upstream engineering teams when necessary.
Qualifications
Minimum Qualifications
● 3+ years of experience in IT systems administration, including 2 years of hands-on experience as an administrator for Jira, Jira Service Management and Confluence, including Jira automation and migration plugins (Cloud and Datacenter versions).
● Hands-on experience on REST APIs (especially Atlassian APIs) using Bash/Python and Postman, Hands-on scripting experience is preferred, but strong proficiency in generating reliable scripts using generative AI tools is acceptable.
● Working knowledge of Git, YAML, JSON and GitHub.
● Foundational knowledge of CI/CD pipelines (GitHub Actions and Runners), Azure Entra ID (user management), and TCP/IP networking.
● Excellent customer communication skills.
● Ability to work independently or as part of a team.
● Ability to thrive in a fast-paced environment with limited supervision.
● Business-level English proficiency.
● Intermediate-level Japanese proficiency (JLPT N3 level or equivalent), sufficient to use translation tools to understand language nuances in customer requests and reply with simple but correct written Japanese.
Desirable Qualifications
● Business-level Japanese proficiency.
● Working knowledge of documentation-as-code in Confluence using its API, Markdown, GitHub Actions, and GitHub Runners.
● Working knowledge of infrastructure or process automation with CloudFormation, Terraform, REST APIs, or similar tools.
Additional Information
Working Conditions
● Working hours are 8:30 am to 5:30 pm Japan Standard Time
● On-site presence is required Tuesday to Thursday, with the option to work from home on Mondays and Fridays.
● Office desk space is provided on a first-come, first-served basis. If no desks are available, common working areas can be used.
● A company laptop with all necessary software will be provided. Mobile phones are not provided.
Key Definitions
● Hands-on experience: Direct, practical experience in real-world scenarios, actively performing tasks like configuring, troubleshooting, or maintaining the technology without requiring significant guidance.
● Working knowledge: Familiarity sufficient to use the technology effectively and independently, while leveraging documentation or guidance to address occasional knowledge gaps.
● Foundational knowledge: Essential understanding of the technology's concepts and functionality, sufficient to begin working with proper documentation and capable of eventual independence with additional hands-on exposure.
