[Hiring] Associate Product Support Engineer @Appfire

Role Description

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

The Associate Product Support Engineer is responsible for assisting customers in diagnosing and resolving technical issues while working closely with senior engineers and cross-functional teams at Appfire.

Job Description:

• Diagnose, configure, troubleshoot, and solve technical problems associated with Appfire Apps in the Atlassian landscape involving a wide range of enterprise software products.
• Apply problem-solving skills and provide technical guidance and issue-resolution support to customer-reported issues (L1/L2).
• Research, diagnose, troubleshoot, and identify solutions to customer-reported issues (L1/L2) and assist in L3 investigations under guidance from senior engineers.
• Take ownership of customer issues reported and drive them through to resolution from start to finish.
• Work with Senior Engineers, Leads, and Principals within Support and Engineering teams, gaining valuable knowledge and experience through collaboration.

Qualifications

• Excellent verbal and written communication skills.
• Comfortable working in a team-oriented environment with flexibility for shifts (10 AM–7 PM or 2 PM–11 PM IST) and weekend rotations, maintaining a 5-day work week.
• Strong analytical and problem-solving skills to effectively identify and resolve customer issues.
• Bachelor’s degree (3 or 4 years) in Engineering, Computer Science / IT.

Requirements

• 0-1 years of total experience working as a technical support engineer (L1/L2).
• Strong fundamentals and exposure to enterprise tools or ticketing systems (Jira Service Management, CRM tools) is a plus.
• Excellent customer-facing skills.

Benefits

• Every Appfire employee is eligible for company equity.
• Remote Work – flexibility to work from home or from our offices + remote working allowance up to INR 12,000 per annum (paid monthly).
• Unlimited paid sick leave in the event of an employee’s own illness or injury.
• Generous vacation policy.
• Group Medical Insurance – Coverage of INR 5,00,000 per annum for a family including dependents parents with no additional cost.
• Crèche benefit.
• Training and development – access to a comprehensive library of training videos.