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Platform Support Engineer

Location Richmond, Virginia
Job ID R111642 Updated date 04/29/2021
West Creek 4 (12074), United States of America, Richmond, Virginia

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

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Who We Are

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.