Shield Engineer

We are looking for an engineer who is passionate about Cloud services to join our growing Jira SRE team. This team owns the infrastructure, tooling and automation that Jira Cloud runs on (compute, databases, queues and caches) and has a deep understanding of how Jira Cloud leverages infrastructure to meet customer reliability expectations.
As a Shield Engineer, you'll be the primary point of contact for Atlassian teams, enhancing the efficiency of SRE teams you support. Using your product expertise, you'll resolve different requests through our service desk. Additionally, you'll facilitate collaboration between engineering and other Atlassian teams, establish processes, develop tools, and automate tasks to continually boost team effectiveness.
You will report to an Engineering Manager and be embedded directly in an engineering team.
You will:

• 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

Your background:

• Min. 2 years of relevant experience
• Analytical approach to problem-solving
• Desire to help others with their technical problems, even if trivial or repetitive
• Deep technical curiosity
• Modern development and operational best-practices
• How to engineer solutions using shell scripting, Python/Java/Kotlin and Cloud Infrastructure (e.g. AWS)
• (Optional) 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