Responsibilities:

• Contribute to the success of our Managed Hosting and Atlassian Support teams by:
• Maintaining application availability, stability, and ability to scale.
• Implementing changes to applications and infrastructure as needed.
• Monitoring architecture through automation and custom solutions.
• Working directly with clients to facilitate requests, proactively address issues before they become critical, speak to best practices, and make recommendations.
• Working towards a set of team deliverables that ensure our clients are well supported in order to maintain customer satisfaction.
• Working within our practice to standardize best practices, create highly scalable processes, and document detailed specifications.
• Collaborating when needed with solution architects and other experts on design and implementation across various application and system architectures.

Qualifications & Skills:

• At least 3 years of experience with Linux OS (Ubuntu/CentOS) required
• Well-versed in the Atlassian stack (Jira, Confluence, Bitbucket, Bamboo), including functional, application, and infrastructure administration
• Ability to provide both server-side and application-side support
• At least 2 years of experience in AWS system administration and/or application support
• Solid technical understanding of the latest AWS services and hands-on experience architecting solutions using EC2, RDS, EBS, S3, etc.
• Ability to analyze and review current environments to determine potential areas of improvement
• Knowledge of infrastructure load and performance metrics, and experience with tools like ELK, Splunk, New Relic, and CloudWatch
• Familiar with IT change management processes, with hands-on proficiency in implementing DevOps (CI/CD) tools and solutions
• Familiar with information security requirements and regulatory compliance such as SOC, PCI, HIPAA, etc.
• Familiar with automation tools like Terraform, Ansible, and/or CloudFormation
• Comfortable with diverse technical problem sets across the entire technology stack
• Familiar with database technologies such as MSSQL, MySQL, PostgreSQL, and/or NoSQL
• History of support/queue work with direct customer interactions
• Ability to help provide 24/7/365 support coverage, including on-call weekend rotations
• Thrive in a team atmosphere with daily stand-ups and a customer-focused work environment
• Maintain an excellent, professional, friendly, timely, and empathetic approach to customer communications
• Passion for technology and solving challenging problems
• Strong work ethic, good time management, and the ability to work with diverse teams
• Strong attention to quality, detail, and a focus on customer satisfaction