Senior Support Engineer

Technical depth.
Human first.

10+ years in enterprise technical support, infrastructure, and systems administration. At Atlassian, I provided Jira Data Center support to enterprise clients including NASA, the FBI, and Tesla. Now I'm looking for the next challenge.

LinkedIn
Eduard Claproth
What I Bring

Core Expertise

dns

Enterprise Support

Jira Data Center, SAML/SSO, LDAP/AD, JVM heap analysis, reverse proxy, NFS, Tomcat

terminal

Linux & Infrastructure

Validated Linux SME. Bash, Perl, Ansible, Chef, Nagios, Grafana, DNS, SSL/TLS, iptables

mail

Mail & Auth

Validated Mail SME. SMTP/IMAP/POP, OAuth2, Microsoft Graph API, raw mail header analysis

storage

Databases

MS SQL Server, MySQL, PostgreSQL, Oracle. Querying, rollbacks, schema fixes, CSV manipulation

smart_toy

AI & Tooling

AMER AI Champion at Atlassian. AI Agent Assist pilot tester. GPT-based workflows & automation

groups

Leadership

Mentorship, Critical Pod lead, APAC QM handoffs, team onboarding, KCS knowledge base authoring

Career

Experience

Senior Support Engineer I

Atlassian — San Francisco, CA (Remote)

July 2022 – March 2026

Jira Data Center SME on the Select/Priority enterprise team. Supported organizations like NASA, the FBI, DHS, Nvidia, Tesla, SpaceX, EA, and Gearbox across complex custom infrastructure stacks. Maintained 100% CSAT across multiple consecutive quarters while handling 29% more tickets than team average.

Jira DC SAML/SSO JVM/Heap Analysis AI Champion 100% CSAT

System Administrator II / Junior Sysadmin

DreamHost — Brea, CA (Remote)

Oct 2018 – July 2022

Oversaw reliability for 20,000+ servers. Managed configuration and deployments via Ansible and Chef, administered MySQL databases, and automated operational tasks with Bash and Perl.

Linux Ansible/Chef MySQL Bash/Perl Nagios

Technical Support Specialist II

DreamHost — Brea, CA

May 2014 – Sept 2018

Senior IC and people manager across a 50+ engineer org. Managed 6-7 direct reports, coordinated queue routing and outage response, and averaged 70-75 live chats per shift against a quota of 60.

Team Lead Zendesk WordPress DNS/SSL
Beyond the Terminal

Music

When I'm not digging through logs or debugging auth flows, I'm making noise. Indie garage rock with surfy guitar tones and pop hooks.

music_note

Moon Lizards

Indie garage rock band. Surfy tones, pop hooks, good vibes.

Instagram → album

Tinfoil Phantom

Personal music project. Hear it on Bandcamp.

Bandcamp → camera_alt

Tinfoil Phantom

Follow the personal music journey on Instagram.

Instagram → queue_music

Guitar Scale Reference

Interactive fretboard scale reference. All keys, multiple scale types, hover to highlight positions.

Open Tool →