Atlassian SME

Who We Need

We are seeking an Atlassian Subject Matter Expert (SME) to provide Jira and Confluence configuration and technical support for a large Space Force engagement. In this role, you will work directly with customers over MS Teams and email to understand their objectives and assist with properly configuring and troubleshooting Jira and Confluence to resolve issues.

You will be part of an internal, cross-functional Sabel Agile team, gaining exposure to a variety of technical projects and team collaboration through daily stand-ups. This role offers opportunities to further develop experience with Agile processes and practices, including Kanban and Scrum.

This position requires strong interpersonal and communication skills to effectively engage with customers, troubleshoot issues, and share knowledge with internal team members. The role also requires the ability to work independently, research solutions, and collaborate with teammates to resolve technical challenges.

Who We Are

Sabel Systems Technology Solutions, LLC is a digital engineering and Defense technology partner helping organizations simplify complexity and improve mission outcomes with secure, scalable solutions, across the lifecycle. Our people-first culture blends large-business opportunity with small-business agility, enabling us to deliver high-impact, secure solutions, rapidly, while investing in our people’s growth and success. You will be joining a dynamic and highly motivated team with one shared goal: “Get quality and secure solutions in the customers’ hands as soon as possible.”

Key Responsibilities

General / Daily

• Collaborate directly with customer over MS Teams or email to understand their concerns with Jira/Confluence and help troubleshoot Jira/Confluence configuration changes
• Configure simple Jira workflow, issue types, board filters, custom screens, custom fields, components, swimlanes, Jira boards, and establish board permissions
• Create Confluence pages, dashboards, metrics, and documentation repositories
• Create Confluence macros to help customers develop basic dashboards and metrics
• Understand and be able to explain the utility of configuring a Jira Kanban vs Scrum board
• Create Jira Query Language (JQL) and Confluence Query Language (CQL) filters
• Adhere to Sabel policies related to service level agreements (SLAs), responding to customer support requests in a timely manner and following up with customer, as needed, to ensure satisfactory customer support experience
• Maintain new customer troubleshooting solutions documentation in Confluence to share with Sabel teammates
• Ability to independently research potential solutions on Atlassian community pages or conduct a web search
• Creating Jira/Confluence how-to guides or presentations, as requested by customer or manager, proofreading for correctness and ensuring proper spelling, grammar, and punctuation prior to release to customer or manager
• Writing user troubleshooting instructions when solutions are discovered and sharing those solutions with your internal Sabel team to knowledge-share
• Coordinate your schedule with teammates to ensure customer support coverage for 8am-5pm pacific
• Coordinate appropriate meeting times with customer, send a MS Teams invite, and join call to assist customer on-time, scheduling follow-up meetings as needed
• Attend daily stand-ups (DSUs), Sprint Reviews, Retrospectives, and any other team meetings on-time
• Maintain professional communications and appearance with customers and team members, responding to emails and participating on MS Teams calls appropriately

Personal / Team Development

• Demonstrates the Sabel Values through own behaviors; sets clear priorities and aligns all activities; sets/achieves high personal standards for performance/conduct
• Communicates effectively internally and externally
• Recognizes and celebrates accomplishment; helps support the team and adapts to change; encourages teammates
• Assists with defining customer problems and brainstorming solutions – independently and as part of a team
• Strives for continuous self-improvement and supports growth as a team; willing to learn or improve upon skills
• Able to self-manage work schedule against needs of the customer; collaborating and scheduling troubleshooting calls with customer; manages time effectively and efficiently to ensure timely responses to customer

Client Management

• Demonstrates expertise in a functional, technical and/or industry specific area through comprehensive problem solving
• Maintains a high level of functional/technical expertise and is expected to be an expert with all aspects of core competencies and methodologies.
• Delivers timely and quality services or products that meet or exceed team manager's and client's expectations
• Demonstrates high level of commitment to client success while responding to changes in client expectations; monitors and uses client feedback
• Helps ensure technical support coverage of customer core working hours, 8am-5pm pacific

What you Bring

Required

• Jira and Confluence Expert
• Strong experience troubleshooting and explaining Jira and Confluence
• JQL/CQL expert
• Proficient MS Office 365 User
• Effective communication skills, including the ability to translate complex concepts for non-technical stakeholders
• U.S. Citizenship required
• Ability to obtain a Secret clearance prior to start, with eligibility to upgrade to Top Secret
• Ability to travel up to 10% of the time

Preferred

• Associate's Degree with minimum 2 years' experience in technical support or customer service of a technical nature, OR, H.S. diploma with 4 years’ experience in technical support or customer service of a technical nature
• DoD knowledge / experience helpful
• Previous Jira/Confluence training or Atlassian badges
• High-level understanding of technology
• Experience with Agile processes and practices
• Experience with configuration management

Work Location & Schedule

This is a full-time, fully remote position open to applicants located within the United States. This role supports a customer based at Los Angeles Air Force Base (El Segundo, CA) and requires availability during Pacific Time business hours (8:00 AM – 5:00 PM PT). This role may require occasional travel, not to exceed 10%.

Our Core Values

• Bias for Action: Decisive. Purposeful. Agile. We move with the speed of relevance to drive impact and progress.
• Integrity: Respect. Ethics. Transparency. We do what’s right and earn lasting trust.
• Delivery Excellence: Customer-obsessed. Mission-focused. Quality-driven. We deliver innovative outcomes that exceed expectations.

Our EVP Promise
Join Sabel Systems, where your contributions drive impact, your growth is continuously supported, and your well-being is at the center of how we work—so together, we can build the future with purpose. “Rewarding Impact. Building Futures Together.”

Compensation

The salary range for this position is $86,000 – $96,000 annually. Compensation will be determined in partnership with the Hiring Manager and may vary based on factors such as contract and labor category alignment, relevant experience, skills, education, certifications or licenses, and geographic location.

Sabel Systems is committed to offering all employees a competitive benefits and compensation package that is comprehensive enough to meet their goals and needs. Our employees are our most valuable asset, and one of Sabel Systems largest financial investments is our benefits program. As a valued member of the organization, employees are provided with a host of benefits to include healthcare; financial assistance in the event of illness, injury, disability, loss of work, or death; health savings accounts; retirement plans; paid time off; paid holidays; education and training program reimbursement, to name a few.

Equal Employment Opportunity

Sabel Systems is an equal opportunity employer. Our hiring decisions are based solely on qualifications, merit, and business need. We prohibit discrimination and harassment of any kind across all employment practices within our organization. Sabel Systems participates in the E-Verify Employment Verification Program.

Reasonable Accommodation

Sabel Systems is committed to providing equal employment opportunities and ensuring an accessible application process for all candidates. Applicants with disabilities who require reasonable accommodation to participate in the application or interview process are encouraged to contact us at [email protected] for assistance.