Build Support Engineer at Atlassian (Mountain View, CA)
Desired Skills and Experience
- Triage incoming support requests or problem reports,
either handling them personally or delegating them to the relevant Build Engineering team member.
- either handling them personally or delegating them to the relevant Build Engineering team member.
- Triage alerts from the monitoring systems in the same way.
- Analyse trends from user interactions with our team to find the highest friction points and inefficiencies in the system.
- Modify our systems and processes to prevent the problems/questions arising again.
Includes curating knowledge base articles and documentation.
- Includes curating knowledge base articles and documentation.
- Responding to support requests from users of the build platform, coming from several channels.
- Working with team members to identify, analyse and resolve issues in the build platform or associated tooling.
- Developing, testing and deploying changes to said build platform and tooling.
- Ensuring relevant information is communicated clearly between users and the Build Engineering team.
- Developing and implementing tools and processes to further automate and scale the support provided to the users.
- Strong verbal and written communication ability.
- A desire to help others with their technical problems, even if trivial or repetitive.
- Analytical and systematic approach to problem solving.
- Ability to multi-task.
- Understanding of continuous integration and continuous deployment.
- Proficient Linux system administration skills.
- Ability to develop small tools in common scripting languages.
- Experience providing support to a technical user base.
- Familiarity with AWS services.
- Familiarity with providing services using Docker.
- Ability to configuration and maintain operating systems and their packages, e.g. Apache, Tomcat, PostgreSQL.
- Knowledge of and experience with DevOps practice and philosophy.
- Experience with incident management.
- Experience with Java/J2EE, either programming or administration, including Java-specific performance issues.
- Knowledge of SQL and experience with relational databases such as PostgreSQL.
- Interest in learning new programming languages and frameworks.
- Ability to perform monitoring, metrics and log analysis of production servers using common tools, e.g. Datadog, Nagios, collectd, logstash, graphite.
- Ability to manage configuration with one or more of the following configuration management tools: Puppet, Chef, Ansible, Salt, CFEngine.