Confluence Support Engineer - Technical Specialist-Cloud & Infra Engg
Area(s) of responsibility
Role Purpose
The Confluence L1.5 - L2 Support Engineer will be responsible for platform administration, user support, space governance, knowledge management enablement, access administration, and operational support for Confluence.
The role will support collaboration governance, content organization, permissions management, reporting, and platform optimization initiatives while ensuring standardization, maintainability, and user adoption.
The resource will operate within a governance-led support model and collaborate closely with customer stakeholders, Birlasoft delivery teams, architects, and integration teams.
Key Responsibilities
Platform Administration & Support
Provide L1.5 and L2 operational support for Confluence platform issues and service requests
Administer Confluence spaces, templates, permissions, and user access
Support creation and maintenance of knowledge repositories and collaboration spaces
Troubleshoot platform access, synchronization, and content issues
Support page templates, macros, navigation, and page structures
Monitor platform performance and operational stability
Ensure adherence to defined SLA and support processes
Knowledge Management Support
Support enterprise knowledge management initiatives
Organize and maintain knowledge repositories and structures
Assist in migration, archival, and cleanup activities
Support content lifecycle governance and retention practices
Enable knowledge standardization and usability improvements
Assist in defining and maintaining content taxonomy and structure
Governance & Compliance
Support Confluence governance and information architecture standards
Ensure proper permission structures and access governance
Support audit readiness and compliance reporting
Assist in identifying stale, duplicate, or obsolete content
Participate in governance reviews and cleanup initiatives
Maintain standardized templates and documentation structures
Reporting & Operational Monitoring
Generate usage and adoption reports
Support license utilization tracking
Monitor content growth and space usage
Support operational KPI reporting
Analyze adoption trends and collaboration metrics
Continuous Improvement
Identify opportunities for usability and governance improvements
Support template standardization and optimization initiatives
Contribute to documentation and SOP creation
Participate in automation and process improvement initiatives
Recommend improvements to knowledge accessibility and user experience
Change & Release Support
Support platform changes and controlled releases
Participate in change management activities
Validate platform updates and post-deployment activities
Coordinate testing support for new templates, integrations, and configurations
Support rollback and deployment validation activities where applicable
Governance & Collaboration
Participate in weekly operational reviews and governance meetings
Collaborate with platform owners, business stakeholders, and integration teams
Support compliance, audit, and security governance activities
Ensure adherence to platform governance standards and operational processes
Maintain support documentation and operational knowledge repositories
Certifications Preferred
Atlassian Certified Confluence Administrator preferred
ITIL Foundation Certification preferred
