Senior Product Support Engineer

9 hours, 15 minutes ago
Full-time
Senior
Customer and Technical Support
Appfire

Appfire

Appfire specializes in providing enterprise collaboration software solutions that enhance workflow and productivity for teams using platforms like Atlassian, Microsoft, and Salesforce, while also offering tools for IT service management and agile work ...

Internet Software & Services
251-1K
$149M raised

Description

  • Diagnose, configure, troubleshoot, and resolve technical issues involving Appfire applications and Atlassian products.
  • Research and resolve complex L1–L3 software product support issues.
  • Take ownership of customer issues from initial report through final resolution.
  • Provide technical guidance and issue-resolution support to peer and junior team members.
  • Collaborate with customers, internal teams, architects, leads, and principals on escalated issues.
  • Work with SaaS, virtual environments, Amazon AWS, and Microsoft Azure technologies.

Requirements

  • 5+ years of experience as an Application Support Engineer or Senior Support Engineer supporting enterprise software products.
  • 3+ years of experience in a collaborative application support role with a globally distributed team.
  • Strong analytical, troubleshooting, and problem-solving skills.
  • Scripting, database, and systems experience.
  • Excellent customer-facing and communication skills.
  • Bachelor’s degree in Engineering, Technology, MCA, or a comparable discipline.
  • Knowledge of Atlassian products, including Jira, Confluence, and Bitbucket, is highly desirable.
  • Knowledge of Groovy, Nunjucks, or JavaScript is valuable.

Benefits

  • Company equity eligibility for every employee.
  • 21 days of paid annual leave, 10 public holidays, and unlimited short-term paid sick leave; annual leave increases to 26 days after five years.
  • Comprehensive health insurance for employees and families, including dependent parents, plus telehealth, accident, parental protection, and life insurance.
  • Fully remote work within India with an option to work from the Hyderabad office.
  • Work-from-home allowance of up to INR 12,000 per year.
  • Appfire University learning and professional development platform.
  • Three fully paid volunteering days annually.
  • Crèche benefit for employees working from the office.

Interested in this position?

Apply directly on the company website

Apply Now

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