[Hiring] Senior Product Support Engineer @Appfire

Role Description

Due to Appfire's exponential growth, we seek a talented and highly ambitious professional to join us as a Senior Product Support Engineer. In this significant role, you will be able to work with Appfire’s growing list of business-class products and cutting-edge Atlassian products such as Jira, Confluence, and Bitbucket deployed globally in cloud and data centre environments.

• Diagnose, configure, troubleshoot and solve technical problems associated with Appfire Apps in the Atlassian landscape involving a wide range of enterprise software products.
• Gain experience in cutting-edge technologies such as SaaS, Virtual Environments, Amazon AWS, Microsoft Azure, etc.
• Apply leadership skills and provide technical guidance and issue-resolution support to peer and junior resources.
• Utilize analytical and problem-solving skills in researching, diagnosing, troubleshooting, and identifying solutions to complex software product L1-L2-L3 support issues.
• Knowledge of Groovy, Nunjucks or JavaScript will be considered a valuable skill.
• Take ownership of customer issues reported and drive them through to resolution from start to finish.
• Work with architects, leads, and principals.
• Collaborate with customers or internal teams on escalated, unresolved issues.

Qualifications

• Strong analytical and problem-solving skills to quickly identify effective solutions for customer issues.
• Scripting, database, and systems skills.
• Excellent customer-facing and communication skills.
• Minimum 5+ years of total experience working as an Application Support Engineer/Senior Support Engineer, managing and supporting enterprise-class software products.
• 3+ years of experience working as an Application Support engineer in a collaborative role, working with a global team that helps facilitate remote delivery of support services.
• B.E/B.Tech or MCA, or a comparable discipline.
• Knowledge of Atlassian products is highly desirable.

Benefits

• Equity: Every Appfire team member is eligible for company equity, fostering a true sense of ownership and connection to our growth.
• Paid time off: Employees enjoy 21 days of paid annual leave, 10 paid public holidays, and unlimited short-term paid sick leave for personal illness or injury. After completing 5 years of work at Appfire, paid annual leave will increase to 26 days. Employees can encash unused and accrued annual leave if they decide to leave Appfire.
• Training and personal development: Grow with Appfire University — our custom, on-demand learning platform designed to support your continuous development.
• Insurance Coverage: Appfire provides comprehensive group health insurance for you and your family, including dependent parents, at no additional cost. Coverage also includes parental protection, personal accident insurance, and term life insurance aligned with job level. In addition, we offer telehealth services with access to qualified doctors for everyday health needs.
• Work From Home Allowance: To support your remote work setup, Appfire provides a work-from-home allowance of up to INR 12,000 per year, paid monthly.
• Volunteering: Every employee receives 3 fully paid days each year to participate in our Corporate Social Responsibility (CSR) program supporting local communities.
• Other benefits: We offer a crèche benefit for employees coming to the office to help parents balance work and childcare.
• Flexibility: This role is fully remote within India, with the option to work from our Hyderabad office, if you enjoy an on-site setting or like dropping by the office occasionally.