Senior Product Support Engineer

Summary

Join Appfire as a Senior Product Support Engineer and contribute to our growing success. Work remotely or from our Hyderabad office, enjoying flexible hours and a supportive culture. Diagnose, troubleshoot, and resolve technical issues related to Appfire apps within the Atlassian ecosystem. Leverage your expertise in system administration, DevOps, and scripting to provide L1-L3 support. Collaborate with a global team, mentor junior colleagues, and continuously develop your skills through our professional development programs. Enjoy a comprehensive benefits package including health insurance, paid time off, remote work allowance, and various other perks.

Requirements

• Strong analytical and problem-solving skills to quickly identify an effective solution for customer issues
• Scripting, database, and systems skills
• Excellent customer-facing and communication skills
• Minimum 5+ years of total experience working as a system or Application Support Engineer/Senior Support Engineer, managing and supporting enterprise-class software products
• 3+ years of experience working as an application or a system administrator 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

Responsibilities

• 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, Docker containers, etc
• Apply your System Administration / DevOps continuous integration and development (CI/CD) skills to integrate a variety of cutting-edge Appfire apps and Atlassian tools
• Apply your leadership skills and provide technical guidance and issue-resolution support to peer and junior resources
• Apply your analytical and problem-solving skills in researching, diagnosing, troubleshooting, and identifying solutions to complex software product L1-L2-L3 support issues
• Take ownership of customer issues reported and drive them through to resolution from start to finish
• Work with Technical architects, leads, and principals
• Work with customers or internal teams on escalated, unresolved issues and gain immense

Preferred Qualifications

• Knowledge of Atlassian products (https://www.atlassian.com) is highly desirable. Great opportunity to gain Atlassian experience
• Knowing Groovy and Nunjucks will be considered an additional valuable skill
• You are dedicated to elevating client and co-worker experiences, knowing that exceptional work centers on serving others
• You adapt swiftly to new business demands, understanding that change fuels collective and individual growth
• You excel in communication, effectively connecting in remote/hybrid environments using tools like Slack, Zoom, and G Suite and through occasional in-person events
• You have exceptional coaching, mentoring, and people development skills

Benefits

• Financial benefits
• Equity Incentive Program
• Remote Working Allowance: Up to INR 12,000 per year
• Voluntary tax saving options - (Voluntary Provident Fund, Nation Pension System)
• Skills development benefits
• Appfire University: In-house Learning Experience platform
• O’Reilly for Technical Training
• INR 5,00,000 Group Medical Insurance for employees and dependents (including parents)
• Group Term Life Insurance ranges from INR 20,00,000 to INR 50,00,000
• INR 15,00,000 Personal Accident Insurance
• Free telehealth consultations
• Coverage up to INR 7,00,000 in EDLI Scheme
• 21 days paid annual leave
• Unlimited sick leave
• 10 paid public holidays annually
• 5 days Paternity Leave
• Maternity Leave as per the Maternity Benefits Act
• Crèche benefit
• Flexible work policy: Remote or from the office in Hyderabad
• Team building activities
• Volunteering
• 3 fully paid days each year to participate in Appfire Town, Appfire’s Corporate Social Responsibility (CSR) Program