--- title: 'Technical Support Specialist (Jira) at 66degrees' canonical: 'https://feeny.ai/job/technical-support-specialist-jira-66degrees-bengaluru-qds625pxzrh8' type: 'job' last_seen: '2026-10-17' --- # Technical Support Specialist (Jira) at 66degrees - **Company:** 66degrees - **Location:** Bengaluru, India - **Posted:** 2026-09-28 - **Last confirmed live:** 2026-10-17 - **Apply:** https://job-boards.greenhouse.io/66degrees/jobs/6209180004 ## Job description ## Overview of 66degrees 66degrees is an end-to-end AI transformation partner that guides enterprises from complex business challenges to clear, quantifiable outcomes. Our company is the culmination of several successful firms, each a leader in its own right in cloud, artificial intelligence, and data. This convergence of talent and expertise is how we help businesses reach their own "inflection point," where chaotic data becomes a strategic asset, complexity becomes clarity, and AI becomes an engine for growth. Our ultimate vision is to be the catalyst for a future where every business operates as an intelligent enterprise, with autonomous systems unlocking human potential. At 66degrees, we believe in thriving through challenges and winning together. These values not only guide us in achieving our goals as a company but also for our people. We are dedicated to creating a significant impact for our employees by fostering a culture that sparks innovation and supports professional and personal growth along the way. ## Overview The IT Service Desk L3 Engineer is a senior-level technical role responsible for providing the highest level of internal support and acting as the final escalation point for the IT Service Desk. This individual will lead complex project implementations, architect secure identity solutions, and ensure the stability of core infrastructure services. The L3 Engineer works closely with IT leadership to define technical standards, automate workflows, and maintain a high-security posture across all platforms. ## Responsibilities - Serve as the primary escalation point for complex technical issues from L1 and L2 engineers, ensuring timely resolution and adherence to SLAs. - Architect, implement, and manage enterprise-grade SSO and Identity Provider (IDP) solutions. - Manage and optimize Google Workspace and Administration at an expert level, including advanced security configurations and audit logging. - Serve as the Subject Matter Expert (SME) for the Atlassian suite, specifically Jira Service Management, to streamline IT and business workflows. - Enforce email security standards by configuring and monitoring SPF, DKIM, and DMARC protocols. - Automate user lifecycle management through SCIM, JIT, and other advanced provisioning protocols. - Oversee global Mac OS device management using advanced MDM tools and hardware asset management protocols. - Manage complex storage infrastructure including iSCSI, NFS, and SFTP environments. - Conduct Problem Management to identify root causes of recurring incidents and implement long-term preventative measures. - Lead technical documentation efforts, creating architectural diagrams and high-level knowledge base articles. ## Key Skillsets - Identity & Access: Deep expertise in Single Sign-On (SSO) integration and Identity Provider (IDP) solutions (e.g., Okta, Azure AD). Mastery of identity protocols including OAuth 2.0, SAML 2.0, and OpenID Connect. Hands-on experience with automated user provisioning via SCIM and Just-in-Time (JIT) provisioning for user lifecycle management. - Messaging Security: Expert-level knowledge in configuring, deploying, and troubleshooting email authentication protocols (SPF, DKIM, DMARC) to prevent spoofing and enforce email security policies. - Collaboration Suites: In-depth and demonstrable expertise in Google Workspace Administration, including advanced security settings, organizational unit (OU) management, audit log analysis, and Chrome Enterprise Management. - Atlassian Suit: Expert level knowledge in Atlassian products, including designing and managing complex workflows, automation, and reporting within Jira Service Management (JSM), Jira Software, and Confluence to streamline IT operations and project delivery. Specific JSM expertise must include: - Incident & On-Call Management: Implementing and managing JSM Premium features such as the Operations Center for on-call scheduling with various shifts, rotations, and overrides, full escalation policies, and advanced notifications (SMS, voice calls, Slack) for P1/P2 alerts. - Platform Administration: Creating new request types and approval workflows based on ITIL principles, and leveraging the JSM/Confluence integration for knowledge base management. - Integration & Automation: Expert experience with JSM API usage, troubleshooting complex API integrations (including webhooks for real-time data synchronization to external systems like CRM), and developing API scripts for user and data migration. - AI Integration: Implementing AI and integrating it with the IT Service Desk knowledge base to provide initial assistance and automated responses for incoming tickets. - Endpoint Management: Proven experience with Enterprise Mac OS and Windows endpoint management, including deployment, patch management, security baselining, and inventory using modern MDM solutions (e.g., Rippling, Jamf, Intune). - Operating Systems: Advanced troubleshooting and scripting skills for Mac OS and Windows operating systems. ## Qualifications - Bachelor’s degree in Information Technology, Computer Science, or a related field. - 7–10+ years of experience in IT support, system administration, or infrastructure engineering with knowledge of CIA Triad, Least Privilege, Defence In Depth,MFA, Data Encryption etc. - Advanced certifications such as Associate Google Workspace Administrator, GCP Cloud Architect,Professional Chrome Enterprise Administrator Certification and Atlassian Certified Professional. - Proven track record of managing complex identity migrations and enterprise-level MDM deployments. Please note, we cannot sponsor or transfer any visas, of any kind, at this time. 66degrees is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race, color, religion, sex, gender, gender identity, national origin, age, weight, height, marital status, sexual orientation, veteran status, disability status or other legally protected class. AI Transparency & Disclosure As an AI transformation partner, 66degrees leverages intelligent solutions to enhance our recruitment experience. We utilize AI tools—including LinkedIn Recruiter’s Hiring Assistant and interview transcription technologies—to assist with sourcing, role analysis, and capturing interview highlights. These tools augment our process, but we "Commit to Our Craft" by ensuring all final hiring decisions are made by our human Talent Team. By applying, you acknowledge the use of these technologies to help us "Win Together" in finding the best fit for our team. ## About 66degrees ## Company Overview - **One-liner**: 66degrees is an enterprise AI transformation and Google Cloud partner that helps organizations build intelligent, agentic systems by modernizing data, applications, and infrastructure. - **Entity Type**: Private (acquired by The Marketing Junction in February 2026) - **Headquarters**: Chicago, Illinois, United States - **Founded**: 2009 - **Founders**: Not publicly available (the company was formed through the merger of Cloudbakers and Qwinix) ## Core Business - **Primary industries**: Enterprise AI/ML services, Google Cloud consulting and implementation, data analytics, application modernization - **Target customers**: Large enterprises across retail, healthcare & life sciences, financial services, travel & hospitality, supply chain, manufacturing, and energy/utilities (B2B, Enterprise) - **Mission or purpose statement**: “To guide enterprises through the age of AI and shape the future of work” – helping clients turn complexity into clarity by building the Agentic Enterprise. ## Products & Services - **Agentic AI**: Design and deploy custom AI agents that orchestrate complex business workflows, automate customer touchpoints, and improve employee productivity. - **Data & Analytics**: Data strategy, governance, predictive analytics, and AI-ready platform modernization (leveraging BigQuery, Vertex AI, etc.). - **Application Modernization**: Develop cloud-native apps on Google Cloud integrated with AI/ML services for agility and scalability. - **Customer Engagement Suite**: AI-driven customer experiences using Google Cloud’s contact center tools (e.g., Gemini) to enhance satisfaction and reduce costs. - **Gemini Enterprise**: Enterprise adoption of Google’s Gemini models for productivity and innovation. - **Infrastructure**: Migration and modernization of legacy infrastructure to a unified, AI-ready cloud platform. - **Managed Services & MLOps/LLMOps**: Ongoing performance monitoring, cost management, and governance for AI models in production. ## Market Standing - **Valuation/Market Cap**: Not disclosed - **Key Metric**: Total Funding – Not publicly available (no public funding rounds; growth has been organic and through acquisitions) - **Notable Investors/Partners**: - **Google Cloud** – Diamond Partner, multi-year Partner of the Year for AI and North American expansion - **The Marketing Junction** – acquirer (February 2026) - **Growth Signals**: - Opened a Chicago Global Headquarters and Client Innovation Center in 2025 - Added offices in Pune, India (3rd global office) and expanded Bengaluru Indian HQ - 2025 Google Cloud Partner of the Year for Artificial Intelligence - Claims 90% automation of customer touchpoints for a travel & hospitality leader and $10M annual savings for a Fortune 250 client - Grew AI/ML practice significantly year-over-year in 2024 ## Competitive Advantages - **Deep Google Cloud Specialization**: Only a handful of firms hold Diamond Partner status across AI, Data & Analytics, and Infrastructure competencies. - **Proven Client ROI**: Demonstrates quantifiable results (e.g., $10M savings, 70% automation, 4x improvements in call center quality). - **Agentic AI Lifecycle Management**: End-to-end capabilities from strategy to deployment to ongoing governance (MLOps/LLMOps). - **Combined Expertise**: Convergence of top-tier firms (Cloudbakers, Qwinix, Pandera Systems) creating a dedicated, cohesive practice focused solely on Google Cloud and AI. ## Strategic Focus - **Agentic Enterprise**: Helping clients move beyond AI pilots to production-ready agentic systems that transform business workflows. - **Data Modernization**: Building unified, AI-ready data platforms from fragmented legacy systems. - **Global Scale**: Expanding delivery footprint across North America, India, and Europe to serve enterprise clients. - **Continuous AI Governance**: Ensuring AI investments are predictable, secure, and cost-efficient through managed services. ## Why Work Here - **Cutting-Edge Technology**: Work with Google Cloud’s latest AI/ML tools (Vertex AI, Gemini, BigQuery) before they become mainstream. - **Impact at Scale**: Deliver measurable outcomes for global brands – e.g., saving millions in costs or automating majority of customer interactions. - **Growth and Learning**: Multi-year Partner of the Year recognition indicates strong career development opportunities and access to elite training. - **Culture**: Described as a “convergence of world-class engineers, architects, and strategists” with shared purpose and passion. - **Work Model**: Offices in Chicago (HQ), Bengaluru, and Pune; remote/hybrid policy not explicitly stated – likely flexible given global team structure. - **Benefits**: Focus on driving quantifiable impact, innovation, and working on “the most ambitious and complex challenges.” ## Sources 1. [66degrees.com](https://www.66degrees.com/) 2. [About Us – 66degrees](https://www.66degrees.com/about-us) 3. [Careers – 66degrees](https://www.66degrees.com/careers) 4. [CBInsights – 66degrees](https://www.cbinsights.com/company/66degrees) 5. 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