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Shield Engineer
2 months ago
About the Role
We're seeking a highly skilled Shield Engineer to join our Tenant Platform team at Atlassian. As a Shield Engineer, you will be the first point of contact for other teams within the company, providing technical support and expertise to ensure the smooth operation of our cloud architecture.
Your Key Responsibilities
- Provide exceptional technical support to engineering teams, resolving issues and answering questions in a timely and professional manner.
- Analyze operational metrics and trends in user queries to identify areas for improvement and optimize our support processes.
- Act as the voice of the customer within the team, representing the needs and concerns of our users and stakeholders.
- Lead projects to reduce support load and improve our overall support experience.
- Automate repetitive tasks and improve workflows to reduce toil and increase efficiency.
- Enhance self-serve capabilities through high-quality documentation and training.
- Collaborate with experienced Shield engineers to advocate for a world-class support experience.
What You'll Need
- Strong technical expertise in supporting engineering teams in technical domains.
- Experience supporting modern Java-based applications.
- Knowledge of modern development and operational best-practices.
- Ability to enhance developer productivity and the end-to-end engineering experience.
- Proficiency in engineering solutions using shell scripting, Python/Java/Kotlin, and Cloud Infrastructure (e.g. AWS).
- Experience with CI/CD and DevOps tools, such as Jenkins, Azure DevOps, Gitlab, and Github Actions.
- (Optional) Familiarity with Atlassian products, such as Jira, Bitbucket Cloud, Pipelines, and Bamboo.
