Platform Support Engineer

This associate will provide strategic, administrative, and engineering support to both Jira Align (formerly AgileCraft) and Jira; and support the end-to-end user experience and architecture across the products. This is for a full-time position to provide strategic, administration, maintenance, upgrades, enhancements, support integrations with other tools or plugins, and rollout support of Jira Align and Jira.

General Responsibilities:

• Provide level 3 and 4 administrative support for Jira Align (formerly AgileCraft) and Jira

• Provide strategic consultancy and guidance to leadership and Jira Align users

• Work with the user community to troubleshoot and resolve issues in Jira and Jira Align

• Support the rollout and onboarding of new teams to Jira Align and the integration with Jira

• Recommend and implement best practices in Jira and Jira Align

• Provide hands on support to integrate Jira and Jira Align

• Understand system architecture of upstream and downstream impacts when implementing solutions and provide governance across the applications

• Support complex troubleshooting efforts that cross multiple applications and technical disciplines

• Supports team to address business needs and deliver technical solutions and workarounds

• Configure, manage, and enhance Jira Align and Jira tools, including native functionality as well as researching, testing, and implementing plugins

• Configure Jira Align and Jira to meet business requirements

• Coordinate with Atlassian Support team for issues

• Responsible for maintaining all Jira Align instances

• Responsible for working with other Jira and Jira Align administrators across the enterprise

• Create and curate knowledge-base articles and documentation to help users help themselves

• Verify bugs and work Atlassian support on delivering fixes

• Responsible for helping define best practices and improving methods to benefit the user experience

• Create and maintain technical documentation and user-guides

Basic Qualifications:

• High School Degree, GED or equivalent certification

• At least 3 years of experience supporting Jira

• At least 3 years of Technology Delivery or System Integration experience

• At least 3 years of experience in a customer facing or technical support role

Preferred Qualifications:

• Bachelor's Degree

• 4+ years of experience using and supporting Jira Align (formerly AgileCraft)

• SAFe certified or other scaled agile frameworks

• 4+ years of experience developing and consuming RESTful APIs

• 4+ years of experience with OOP concepts and modern programming languages (JavaScript, Java, PHP, Python, .net or Ruby)

At this time, Capital One will not sponsor a new applicant for employment authorization for this position