Managed Services Engineer

We are looking for an energetic and personable professional to join our team. The right candidate will be an aggressive team player who effectively builds relationships both inside and outside of the organization. We are looking for an individual who will be comfortable in a fast-paced environment working with many different clients and organizations. You need to be a self-starter who values team input and is willing to give feedback for the betterment of our clients and teams. You should be excited to provide innovative, sustainable solutions to some of the largest companies in the world as we help them to implement and maintain the Atlassian tools and more.

In addition to everything Atlassian, we focus heavily on our people and creating a culture that is fun, challenging, and rewarding. Isos consistently appears on the Best Places to Work list and are always looking for ways to support our peeps.

Technical Responsibilities

• As a Managed Services Engineer, you will function as the first line of support for technical questions for Atlassian managed services and support engagements. You will have the following responsibilities:
• Serve as Atlassian tools subject matter expert; advise clients on Atlassian, related technologies, and Isos' Atlassian services best practices, guidelines, and recommendations
• Support highly available installations of Atlassian products in mostly Linux but sometimes Windows environments. Products include, but are not limited to: Jira, Confluence, BitBucket, Bamboo and FishEye/Crucible, and Crowd.
• Support existing application deployments, including upgrading and patching often via configuration management tools such as Ansible, Puppet, or Chef, and infrastructure as code tools such as Terraform and CloudFormation
• Provide best practices and guidance for both on-premises and Cloud-based environments.

Database and Directory Services

• Set up, maintain, and tune relational databases, including, but not limited to: PostgreSQL, MySQL, SQL Server, and Oracle
• Work with, configure, and integrate with authentication / directory services like ActiveDirectory (LDAP), Crowd, OAuth and SAML
• Maintain and use version control systems like Git, Subversion, and Mercurial
• Write system administration scripts in Bash, PowerShell, or Python
• Work within and understand complex networking topologies and concepts
• Interpret, maintain, and augment system and network monitoring system
• Use automated security testing platforms in order to audit and secure web-based applications

End-User Support

• Perform secondary support for end-user activities in the Atlassian tools, such as scripting and automation to supplement workflows in Jira, author content in Confluence, create build plans in Bamboo, etc.

Process Improvement and Coaching

• Develop, document, and implement standardized processes and instructions for: Refining the technical delivery process; Improving and incorporating new automation tooling to improve overall efficiency; Providing coaching and guidance to other resources to improve the overall skillset of the team
• Participate in an on-call schedule that includes nights and weekends.

Client Engagement and Architecture

• As a Managed Services Engineer, you will function as Subject Matter Expert and Technical Architect for Atlassian managed services and support clients. You will have the following responsibilities:
• Understand clients' business requirements, integrations, and system architecture in order to provide recommendations for continued improvement
• Be comfortable with starting and facilitating conversations with clients across industries and technical skill levels
• Take an active role in finding new opportunities where the team can show additional value to our clients
• Work directly with clients to collaboratively create roadmaps that show continued value
• Effectively build rapport to become a trusted advisor that clients can rely on to suggest solutions to a variety of challenges

Expectations

• Isos' Atlassian Platinum Partnership is dependent on having certified and accredited resources. You will acquire and maintain the required technical and sales certifications in your first calendar year of employment and every subsequent year thereafter.
• Acquire and maintain at least one non-Atlassian professional accreditation or certification in your first calendar year of employment and every subsequent year thereafter. The certification should be relevant to the company's objectives and may include certifications on technologies or methodologies such as: AWS, Certified Scrum Master, Linux, etc. Isos will sponsor the exams, training, and study materials to reach this objective.
• Regularly contribute informative and engaging original content to be used in Isos' Atlassian Support and Services marketing efforts in the form of whitepapers, blog posts and social media status updates
• Regularly meet or achieve weekly required billable hours

Required Skills

• Ability to conduct yourself professionally and in accordance with Isos' values
• Ability to effectively manage time and expectations with internal resources and clients
• Ability to manage multiple clients and issues simultaneously
• Ability to communicate effectively (both orally and in writing) for technical and business operations audiences
• Ability to function on a highly collaborative team of fellow engineers as well as frontend application admins

Minimum Qualifications

• Minimum 5+ years" experience and/or expert knowledge of working in a technical operational environment that involves: proven ability to troubleshoot complex systems that include multiple components
• Configuring and working within various deployment environments, including bare-metal, virtual machines, and public clouds (e.g. AWS)
• Configuring and scripting for various operating systems with a strong focus on Linux and Windows
• Proficiency with configuration as code tools such as Ansible, Puppet, Chef, etc.
• Proficiency with infrastructure as code tools such as Terraform, CloudFormation, etc.
• Working with, configuring, and integrating with authentication / directory services like Active Directory (LDAP), Crowd, OAuth, and SAML
• Supporting and working with relational databases, with a strong focus on MySQL and PostgreSQL
• Third-party and custom application installation, configuration, and/or support
• Experience scripting using REST APIs

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