Senior Shield Engineer
Atlassian
Your Future Org
To become a 100-year company, we need a world-class engineering organisation made up of empowered teams who have the tools and infrastructure to do the best work of their careers.
As part of a unified R&D team, Core Engineering is prioritising key initiatives which support our customers in moving to cloud ( AWS & GCP) while simultaneously continuing to bring the most value to our customers through investments across our core product suite – including Jira, Confluence, Trello, and Bitbucket.
We're looking for people who want to write the future and who believe that we can accomplish so much more together.
Your Future Team
Trusted Data Platform (TDP) at Atlassian, provides abstracted & managed data sources to consumer teams handling Enterprise requirements like Data Residency(DaRe), Bring Your Own Key(BYOK), etc on the platform level, thus simplifying data management for Atlassian products and services.
The TDP teams also run work streams to keep investing in platform improvements to support more upcoming Enterprise requirements eg. HIPPA, FedRamp etc, and strides to improve in areas such as security and reliability.
As a Shield Engineer you will be the first line of contact for other teams within Atlassian, while also increasing the efficiency of your team and surrounding teams. You will resolve different requests through our help channels 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 your team’s effectiveness over time. You will help accelerate our engineering teams by providing a world class support experience. You will report to an Engineering Manager and will work closely with other shields who share the same mission, you will also work closely with the development teams you are supporting.
What you'll do
Supporting one or more helpdesks, where you'll assist fellow Atlassians by resolving their issues and questions related to Trusted Data Platform. This will make up ~60% of your role.
Automate repetitive tasks and improve workflows
Run small to medium projects to improve operational efficiency of both shields and engineering teams
Analyze operational metrics and user query trends to identify improvement areas
Represent the customer within the team and advocate their needs during onboarding
Improve self-serve capabilities with quality documentation and training
Collaborate with experienced Shield engineers to deliver world-class support
Improve AI/Rovo integration with help workflows
Minimum of 3 years of experience in providing support to engineering teams within technical domains.
Strong Foundational understanding of modern development and operational best practices.
Expertise in enhancing developer productivity and optimising the end-to-end engineering process.
Proficiency in engineering automation solutions, utilising languages such as Shell Scripting, Python, Java, Kotlin, or Go.
Solid familiarity with cloud infrastructure platforms, particularly AWS.
Experience with Continuous Integration/Continuous Deployment (CI/CD) tools, such as git, Bitbucket Cloud and Bitbucket Pipelines.
Capability to support modern Java-based applications
Excellent skills in writing clear and comprehensive documentation.