Technical Support Specialist

Are you an organized, self-starter that thrives on empowering clients with seamless support and exceptional communication skills? Keep reading!

About Us

E7 Solutions is an Atlassian Platinum Solutions Partner providing digital transformation services. We are widely recognized for expertise in leveraging Atlassian products to help businesses achieve their goals through innovation and optimization. Atlassian has recognized our achievements with numerous Partner awards and Specializations.

Our core values underscore our work, and our unique culture is at the heart of our motivation. We’re a remote-friendly organization that has a fluid approach when it comes to work/life integration. We are serious about our work but not at the expense of an open and collaborative environment. We strongly believe in the philosophy that "to conquer every mountain, we must go as a team." This commitment to teamwork has earned us recognition, including being awarded Crain’s Coolest Places to Work in recent years.

E7 is a privately-owned firm headquartered in Troy, Michigan and serves SMB and Enterprise clients both domestically and globally.
 

About the Position

E7 Solutions is looking for an experienced, technically skilled, and customer-focused Technical Support Specialist with strong Jira and Confluence administration skills. This role will oversee and manage the flow of support requests through our Help Desk Support Portal, while ensuring timely resolution and top-tier client communication. The ideal candidate will have proven experience configuring, troubleshooting, and administering Jira and Confluence — including user management, permissions, workflows, automation, and Marketplace apps.

This team member will own Support-only engagements and serve as the lead contact for those clients.

In this role you will:

• Configure, administer, and optimize Atlassian products (Jira Software, Jira Service Management, and Confluence) to meet client needs.
• Monitor, resolve, and escalate incoming support tickets to the appropriate teams based on priority and complexity.
• Troubleshoot complex Jira and Confluence issues, including user permissions, automation failures, and workflow misconfigurations. Experience with Jira Service Management (ITSM), Assets, and APIs is a plus, but not required.
• Implement Jira workflow configurations — including custom workflows, screens, fields, and issue types — to align with client processes.
• Set up and manage user provisioning (SCIM, SSO) and permissions to ensure data security and access control.
• Deploy Jira automation rules to streamline recurring tasks and optimize performance.
• Lead client-facing discussions to gather new requirements, build proof-of-concept (POC) configurations, and deliver training on new functionality.
• Identify opportunities to improve support workflows, implementing best practices for efficiency and customer satisfaction.
• Create and maintain detailed documentation for support processes, configurations, and client environments.
• Monitor support hours per client and provide proactive recommendations when time is running low.
• Achieve Atlassian ACP Certification (Jira Administrator, Jira Service Management, or Confluence Administrator) — if not already obtained.

About You:

• Proven experience administering Jira Software, Jira Service Management, and Confluence in a cloud environment.
• Strong troubleshooting skills related to Jira workflows, permissions, automation, and integrations.
• Experience configuring user permissions, roles, and groups within Atlassian Cloud, including user provisioning (SCIM/SSO).
• Knowledge of Jira Automation for rule creation, triggers, conditions, and actions.
• Experience managing Marketplace apps (e.g., ScriptRunner, Insight/Assets, Automation).
• Exceptional communication and client management skills — you’re able to translate technical jargon into clear, actionable guidance.
• Ability to handle multiple clients, issues, and projects simultaneously without losing track of priorities.
• Ability to manage competing priorities across multiple clients, ensuring timely resolution of issues while maintaining exceptional, client-focused communication and relationships.
• Passion for continuous learning and a collaborative, team-first mindset.

Why E7 Solutions?

Here are a few reasons why:

Join the smart, innovative, and collaborative team at E7. 

• We’re serious about our work but not at the expense of maintaining an open, friendly, collaborative environment.  
• You will have access to great compensation, benefits, PTO, and a variety of perks including medical, dental, vision, 401K, tuition assistance, paid holidays and paid parental leave
• We’re a unique company that stays true to its Core Values.
• You’ll be part of a team that shares an entrepreneurial attitude, brings a resourceful attitude, and is adventurous. 
• We’re firm believers in the statement: “to conquer every mountain, we must go as a team.”  
• You’ll get to roll up your sleeves and get things done.  
• We’re what we say we are, and we ensure alignment of our words and our actions. 
• You’ll have direct access to E7’s leadership with an opportunity to shape the company and make an impact. 
• We’re a remote-friendly organization that has a fluid approach when it comes to work/life integration.  
• You’ll be an important part of a company that has won Crain's Cool Places to Work for 4 consecutive years! 
• We’re contributing to our community and believe in sponsoring, mentoring, volunteering, and supporting those around.
• As part of our in-office policy for Troy, you must be in office 2 days a week if you are within 40 miles of the office.