Atlassian Technical Support Engineer

As an Atlassian Technical Support Engineer at Zscaler, you will manage, maintain, and optimize the Atlassian suite of tools, including Jira and Confluence. This includes administering user permissions, troubleshooting issues, enhancing performance, and ensuring compliance with security standards. You’ll also develop automated workflows and provide ongoing support and training for users.

To qualify for the Atlassian Technical Support Engineer role at Zscaler, candidates must have a bachelor’s degree in Computer Science or a related field, along with at least 3 years of experience administering Jira and Confluence. Experience in FedRAMP-certified environments and proficiency in scripting languages like Python or Groovy are also essential.

Yes, experience with FedRAMP-certified environments is required for the Atlassian Technical Support Engineer position at Zscaler. This knowledge ensures compliance with the stringent security standards necessary for our enterprise clients.

In the Atlassian Technical Support Engineer role at Zscaler, you'll primarily work with Atlassian tools such as Jira and Confluence, alongside DevSecOps tools like BitBucket and Bamboo. Your role will also involve scripting and automation, enhancing your technical skills in integration using Python or Groovy.

At Zscaler, we are committed to professional development for our Atlassian Technical Support Engineers. Our comprehensive benefits include access to education reimbursement, training sessions, and opportunities to enhance your skills in a collaborative and innovative environment.

In answering this question, highlight your specific experiences managing configurations, workflows, and user permissions in both Jira and Confluence. Provide examples of challenges faced and how you resolved them, showcasing your problem-solving skills and depth of knowledge regarding these tools.

When explaining how you troubleshoot Jira issues, mention your systematic approach: identify the problem, gather user details, check logs, and replicate the issue if possible. Discuss specific tools or logs used for deeper diagnosis and the importance of user communication during the process.

Discuss your experience using scripting languages like Python or Groovy for automation and integrations. Be specific about projects where you've utilized these languages to enhance workflows or automate repetitive tasks within the Atlassian environment.

Describe your strategies for managing user permissions by emphasizing the importance of ensuring users have appropriate access. Discuss how you would implement role-based access controls and regularly audit permissions to align with the organization’s security policies.

To demonstrate your commitment to professional growth, discuss your strategies for staying informed about Atlassian updates. This could include following Atlassian blogs, participating in webinars, and engaging with user communities to share knowledge and best practices.

Highlight your experience working with international teams by discussing your approaches to collaboration, such as using shared tools like Confluence for documentation and Jira for project tracking. Mention your flexibility with meeting timings to accommodate different time zones.

When asked this, recount a specific project where you implemented an automated workflow in Jira or Confluence. Explain the problem you faced, the solution you devised, and the outcome it achieved for the teams relying on those workflows.

Discuss how you follow established protocols and guidelines, especially in FedRAMP-certified environments. You can reference regular audits, user training on secure practices, and the implementation of best practices to maintain compliance.

Emphasize the importance of clarity and conciseness in documentation. Share your process for creating guides that are user-friendly, including using visuals, categorizing information logically, and updating documentation regularly based on user feedback.

In your response, express your enthusiasm for Zscaler’s mission to make cloud business secure and your admiration for their innovative solutions. Highlight how your skills in Atlassian tools align with their goals and your eagerness to contribute to their team.