Resume — Alex Gallien

Sr. Technical Adoption Architect (AI) Jul 2025 — Present

Atlassian · San Francisco, CA

Founding member of Atlassian's first dedicated customer-facing AI team, focusing on implementing agentic AI solutions at scale using Rovo.

Hired and mentored a global team, scaling from five to over 30 teammates in six months.
Created a set of persona based hero agents to solve our customer's most common problems, alowing our team to quickly identify and implement agentic AI solutions
Defined and documented the team's ways of working, driving high velocity engagements empowering our customers to make the most out of our AI tooling.
Led the team's online workshop program, writing and delivering agent-building workshops globally that have reached hundreds of customers (tinyurl.com/4m82mn5v).

Leveraged Atlassian's automation platform to automate triage for ITSM teams, setting the standard that scaled out to .
Automated the test creation process in popular testing apps (Zephyr Scale, Xray), resulting in 12 hours per month per engineer in time savings.
Automated the creation and curation of knowledge bases to fill in gaps identified in Jira projects.
Created custom skills in Atlassian's platform-as-a-service tool Forge (Node.js, React) to help customers connect Rovo to proprietary systems or fill functionality gaps in the product.
Worked with product teams to surface and prioritize features that matter most to enterprise customers, improving Rovo's ability to edit custom fields, enforce role-based access control, and other key capabilities.

Represented Atlassian at industry events including Microsoft Ignite and Atlassian Team, giving talks and leading workshops on building agentic AI solutions.

Sr. Enterprise Technical Architect Mar 2023 — Jul 2025

Atlassian · San Francisco, CA

Helped Atlassian's largest customers work through their toughest problems, with a focus on DevOps, performance, and automation.
Saved a customer $195k/year through a re-architecture effort while simultaneously improving Jira performance significantly.
Worked with bleeding-edge APIs for end-to-end site creation and provisioning at the scale of hundreds of sites.
Migrated a team from ServiceNow to Jira Service Management in three months, including automating the syncing of assets from CrowdStrike.
Overhauled knowledge programs with automated cleanup and review processes in Confluence.
Developed custom automation solutions leveraging Forge and Workato, integrating Jira, Confluence, and Salesforce to streamline the creation of new engagements for Advisory Services.
Mentored several team members, upskilling them on automation, REST API scripting, Forge, and Data Center performance and architecture.

Senior Systems Engineer — Collaboration Products Nov 2017 — Mar 2023

Airbnb · San Francisco, CA

Lead engineer of the Collaboration Products project program; team won the 2020 Atlassian Team Award — Best in Class, Technical Team.
Presenter at the 2019 Atlassian Summit: "The top 5 skills enterprise admins need to know."
Mentor to engineering teammates and several cross-trained power users across the organization.
Wrote and led trainings on complex Jira features including Groovy scripting, REST APIs via Python, and configuring the Jira Enterprise mail handler.
Managed a five-node Jira Data Center instance and a three-node Confluence Data Center instance with 99.99% uptime, alongside full systems administration via Chef, Terraform, and Jenkins.
Organized a cross-functional team to unify defect management in Jira — tracking bugs, vulnerabilities, accessibility violations, and globalization issues — resulting in a 34% faster ORT on defects and dynamic SLAs that became the quality standard for all Airbnb engineering teams.
Integrated Jira with an in-house customer support system, creating a pipeline from guest/host issues to engineering bugs. The project saves the CS org ~$3M/year and is used to detect incidents by automatically escalating bugs with a high volume of customer requests.
Built a fully functional Accounts Payable system within Jira that has processed over 200,000 invoices, with automated routing to global queues based on email addresses and LDAP metadata.
Integrated Jira with Confluence, Workday, GitHub, PagerDuty, Slack, and several in-house tools.

Jira Support Engineer Apr 2013 — Nov 2017

Atlassian · San Francisco, CA

Worked in a fast-paced support environment, handling 25–30 new cases every week.
Performed deep troubleshooting on the most complex Jira issues affecting enterprise customers.
Collaborated with a global team across Austin, Porto Alegre, Amsterdam, Kuala Lumpur, and Sydney.
Provided support and troubleshooting to project managers and end users wherever needed.
Facilitated migrations from Cloud to hosted versions of Atlassian software.
Assisted customers with Atlassian software selection and CSS customization of Confluence spaces.

Systems Administrator Prior to Apr 2013

Information Officer - Oakland, CA

Managed a large (100+) ESXi cluster of virtual machines as well as hosted email for several companies.
Installed and repaired servers, SANs, routers, switches, and other data center hardware.
Implemented various monitoring solutions including Zenoss, Pingdom, and Sonicwall Analyzer.
Administered macOS, Windows, and Linux systems as a power user and desktop support provider.
Purchased, configured, and managed on-site servers including locally hosted Jira/Confluence instances.
Generated and modified business financial reports using StyleStudio and MySQL.
Migrated ERP/CRM software from SugarCRM, OSAS, and SBS to the open-source ERP system Odoo.
Installed and maintained RADIUS-authenticated Wi-Fi systems using OpenDirectory and Ubiquiti UniFi.

Experience