Senior Atlassian Tools Support Engineer

Company:

Qualcomm Intl Inc., Mexico Branch Office

Job Area:

Information Technology Group, Information Technology Group > IT Engineering

General Summary:

Job Summary: 
We are seeking an experienced Senior IT Support Engineer with deep expertise in Atlassian tools (Jira, Confluence, Jira Service Management, and related integrations). In this individual contributor role, you will focus on providing hands-on support and ensuring the reliability and performance of our Atlassian suite for end users. This position is based in Mexico City and requires fluency in English, collaborating with global teams to deliver a high standard of technical support.  This Senior IT Support Engineer position offers an opportunity to leverage your Atlassian tools expertise and support skills to make a significant impact on our organization’s productivity and collaboration. If you are a proactive problem solver with a passion for helping others and continuously improving systems, we encourage you to apply.

Key Responsibilities:

• Provide advanced end-user and production support for Atlassian tools (Jira, Confluence, Jira Service Management) in a fast-paced enterprise environment, ensuring timely resolution of incidents and service requests.

• Take ownership of complex technical issues and critical incidents related to Atlassian products; perform in-depth troubleshooting and root cause analysis, and drive issues to resolution or escalate appropriately when necessary.

• Support and maintain integrations and plugins within the Atlassian ecosystem, coordinating with other IT teams or vendors to resolve issues with connected systems (e.g. identity management, CI/CD pipelines, communication tools).

• Execute routine administration tasks as needed – such as configuring projects, workflows, permissions, and user management within Atlassian tools – as a secondary responsibility to support smooth operations.

• Monitor system performance and uptime for Atlassian applications; implement measures for continuous improvement, optimization, and preventive maintenance (e.g. assisting with upgrades, patches, performance tuning).

• Collaborate with global IT and engineering teams to manage updates, migrations, and deployments of new features or version upgrades in Atlassian applications, ensuring minimal disruption to users.

• Develop and maintain knowledge base articles, support documentation, and standard operating procedures for common issues and processes, fostering a self-service culture and consistency across the support team.

• Act as a subject matter expert on Atlassian tools within the organization, providing guidance, best practices, and training to users and stakeholders as needed.

• Participate in incident response and problem management activities, including post-incident reviews, to identify root causes and implement improvements that prevent future occurrences.

• Ensure compliance with IT service management (ITSM) and security policies when handling changes or user requests in the Atlassian environment.

• Maintain a high level of customer service, effectively communicating updates and solutions to stakeholders and ensuring user satisfaction with the IT support experience.

Required Qualifications & Skills:

• Education & Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience). 5+ years of progressive experience in IT support or systems engineering, including at least 3+ years focused on supporting and administering Atlassian products (Jira, Confluence, Jira Service Management) in an enterprise setting.

• Technical Expertise: Proficiency in troubleshooting Atlassian applications, including diagnosing performance issues, permission and workflow problems, and integration errors, with the ability to perform root cause analysis in complex systems.

• Atlassian Administration: Hands-on experience with Atlassian administration tasks such as managing projects, spaces, custom fields, workflows, user permissions, and groups, following best practice configurations.

• Integrations & Plugins: Familiarity with Atlassian Marketplace apps and plugins (e.g. ScriptRunner, automation tools) and ability to support or leverage these to enhance functionality.

• ITSM & Tools: Good understanding of IT Service Management (ITSM) principles (e.g., Incident, Problem, Change Management) with experience using ticketing systems – especially Jira Service Management to track and resolve support cases.

• Scripting & Database: Skills in relevant scripting or automation (e.g. Python, Bash, or PowerShell) and basic SQL knowledge for data queries or interacting with Jira/Confluence databases if needed.

• Infrastructure Knowledge: Familiarity with enterprise infrastructure concepts such as Single Sign-On (SSO), directory services (LDAP/Active Directory), basic networking, and operating systems (Linux/Windows) as they relate to supporting Atlassian software deployments.

• Language Skills: Bilingual fluency in Spanish and English with excellent written and verbal communication skills in both languages, capable of communicating complex technical issues to both technical and non-technical stakeholders.

Preferred Qualifications:

• Certifications: Atlassian certifications (e.g., Atlassian Certified Professional in Jira Administration) and/or ITIL Foundation certification.

• Migration/Upgrade Experience: Demonstrated experience leading or contributing to major Atlassian upgrades or migrations (e.g., migrating from Data Center to Atlassian Cloud).

• Global Experience: Prior experience working in a multinational company or supporting a global user base, involving culturally diverse teams and multiple time zones.

• Monitoring & Logging: Familiarity with monitoring and logging tools (e.g., Splunk, DataDog) for analyzing Atlassian application logs and system health.

• Adjacent Skills: Exposure to related areas such as Agile project management methodologies, DevOps/CI-CD pipeline integration with Jira, and knowledge of version control and collaboration tools (e.g. Git).

Soft Skills & Competencies:

• Customer Service Orientation: A patient, user-focused approach with a friendly demeanor; committed to going the extra mile to ensure positive user experiences and high satisfaction.

• Analytical Problem-Solving: Excellent analysis and troubleshooting skills with keen attention to detail; creative in finding effective solutions for recurring or complex problems.

• Collaboration: Strong ability to work in a team-oriented, global environment, coordinating with colleagues across different functions, locations, and time zones.

• Adaptability: Flexibility and willingness to continuously learn and adapt to new features, technologies, and best practices in the ever-evolving Atlassian ecosystem.

Working Conditions:

• Location & Schedule: Full-time role based in Mexico City, generally working standard business hours. Some flexibility is required to collaborate with global teams (which may involve occasional early morning or late evening calls).

• Work Environment: The role involves working in an office environment with standard IT equipment and requires regular communication via email, chat, and video conferencing.

• On-Call Duties: The position may include participation in an on-call rotation to handle critical production issues or scheduled maintenance activities outside of normal hours.

• Individual Contributor Role: This is a senior individual contributor position with no direct management responsibilities. It emphasizes leadership through expertise, ownership of tasks, and collaboration, rather than formal people management duties.

Minimum Qualifications:

• 3+ years of IT-related work experience with a Bachelor's degree.
OR
5+ years of IT-related work experience without a Bachelor’s degree.

*Completed advanced degrees in a relevant field may be substituted for up to two years (Master’s = one year, Doctorate = two years) of work experience.

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

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