Full-Time Technical Support Engineer III

Grow with an Ownership Mindset: We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob.

Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.

Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Role Description:The Technical Support Engineer III will serve as an Atlassian Administrator who has advanced proficiency in Jira Service Management, providing support for our cloud application suite. This position is responsible for supporting, maintaining, and extending our Atlassian suite. Within this role, you will directly affect process implementation, integrate Atlassian products with other internal applications, and drive efficiencies for our organization. This role reports to Manager, Atlassian Systems.

What you’ll do:

• Translating requirements of the business into Jira Service Management (JSM) solutions, and the implementation, testing & maintenance of these solutions.
• Providing end user support for Atlassian products.
• Create JSM projects, queries, reports and dashboards.
• Develop JSM workflows, screen schemes, permission schemes and notification schemes.
• Develop and maintain automations in Atlassian JSM, Jira Software, Confluence, and other Atlassian products including tool administration and customization.
• Develop forms for customer portals in JSM.
• Install, configure plugins, and deploy to extend JSM capabilities.
• Build dashboards from add-ons, configure custom fields, support JSM configurations.
• Configuring, managing, development and testing sandboxes.
• Additional duties and responsibilities as necessary.

What you’ll bring to the table:

• Bachelor's degree in computer science or a related field.
• Minimum 10 years of total work experience interacting with customers along with strong verbal communication and listening skills.
• Minimum 5 years of work experience as Jira Administrator.
• Possess excellent diagnostic and troubleshooting skills.
• A passion for providing legendary customer service to Business customers, using Atlassian Cloud products.
• We’re looking for individuals who can self-organize, adapt quickly, curious, resourceful, resilient, have fast learning ability, growth mindset, systems thinking, and a solution-based approach.
• Basic understanding of Java code, familiarity with databases and SQL competence.
• Preferred to have Scriptrunner experience.

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