IT Support Engineer

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Job Description

1. Main purpose of the job

As an Atlassian Cloud Engineer, you'll play a crucial role in maintaining and evolving our Atlassian Cloud environment. This is more than a support role; you will actively enhance our systems by implementing automation, refining workflows, and driving efficiency. Working alongside senior engineers and stakeholders, you'll resolve complex challenges and empower our teams to work smarter, making a direct and tangible impact on global productivity.

You'll handle the day-to-day administration, configuration, and support for our Atlassian Cloud suite, which includes tools like Jira, Confluence, and Jira Service Management. This involves managing users, setting up permission schemes, configuring workflows, and ensuring the overall stability and availability of our platforms.

Your role also involves diagnosing and resolving technical issues within the Atlassian Cloud. While you'll be empowered to tackle problems independently, you'll also know when to escalate more complex issues to senior team members. Strong problem-solving skills and the ability to communicate technical information clearly to cross-functional teams are essential.

2. Responsibilities and duties

• Advanced Technical Support: You'll serve as a key technical point of contact for complex L2 queries related to our Atlassian suite (Jira, Confluence, Jira Service Management, Opsgenie, etc.). You'll resolve challenging user issues, troubleshoot integration problems, and provide clear guidance to non-technical users, helping bridge the gap between technical functionality and user needs.
• System Optimization & Configuration: You'll actively enhance the Atlassian landscape by implementing technical configurations, refining templates, and optimizing functional aspects like workflows and scalable processes. You'll ensure adherence to HelloFresh standards and best practices, aiming to boost productivity for both administrators and end-users.
• Team Enablement: You'll provide technical guidance and support to the L1 support team, equipping them to effectively assist the Atlassian user community.

• Proven hands-on experience supporting and optimizing Atlassian Cloud instances with over 2000 users, including administering Jira, Jira Service Management, and Confluence. Atlassian certifications for these products are a significant plus.
• Diverse skill set for identifying technical processes, potential risks, and understanding business outcomes to contribute to scalable solutions.
• Experience in supporting cloud solutions for large organizations, with a solid understanding of modern cloud-native technology stacks and practical application of ITSM and ITIL best practices.

• Advanced Problem-Solving: Demonstrates strong analytical skills to diagnose and resolve complex technical issues effectively.
• Excellent Communication: Fluent in English with the ability to explain complex technical information clearly and concisely to non-technical audiences.
• Strong Collaboration: Ability to work effectively with cross-functional teams, including developers, product managers, and other IT personnel.
• Time Management: Proven ability to manage time effectively, prioritizing tasks based on urgency and business impact.

Work Schedule

- Initially working CET Time, however, is open to change to support either ANZ or NA time zones.

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.