We're flexible around whether this role is fully remote, hybrid or office-bound, assuming an appropriate timezone overlap with the team (which is aligned with Australian Eastern Standard Time (aka AEST, aka Sydney)). Your future team The Tenant Platform team supports the concept of multi-tenancy in our cloud architecture. We provide a platform that is used by all of Atlassian's products, enabling important capabilities like tenant creation, product suspension and deletion, ensuring there are enough resources available for new tenants (capacity management) and facilitating operations in production (like tenant migrations). A lot of teams within Atlassian are dependent on the Tenant Platform team and the capabilities that we provide to grow the usage of their products. Your role in that team As a Shield Engineer you will be the first line of contact for other teams within Atlassian, while also increasing the efficiency of the development teams that you are protecting. You will resolve different requests through our service desk by using your excellent product and platform knowledge, build bridges between our development teams and other Atlassian teams and establish processes, construct tooling and automate all the things to improve the effectiveness of your team and surrounding teams over time. You will help accelerate our engineering teams by providing a world class support experience and improving engineering efficiency, impact and developer experience. You will report to an Engineering Manager and be embedded directly in a development team.
What you'll do
- Unblock fellow Atlassians and resolve their issues and questions
- Analyse operational metrics and trends in user queries to find areas for improvement
- Be the voice of the customer within the team and represent their needs
- Run projects to reduce support load and future improvement
- Automate repetitive tasks and improve workflows to reduce toil
- Enhance self-serve capabilities through high-quality documentation and training
- Partner with experienced Shield engineers in advocating a world class support experience
What you'll need to know
- How to support engineering teams in technical domains
- How to support modern Java-based applications
- Modern development and operational best-practices
- How to enhance developer productivity and the end-to-end engineering experience
- How to engineer solutions using shell scripting, Python/Java/Kotlin and Cloud Infrastructure (e.g. AWS)
- How to use CI/CD and DevOps tools, such as Jenkins, Azure DevOps, Gitlab, Github Actions
- (Optional) How to use Atlassian products, such as Jira, Bitbucket Cloud, Pipelines and Bamboo
