Associate Product Support Engineer

About the role:

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 to assist customers in diagnosing and resolving technical issues while working closely with senior engineers and cross-functional teams at Appfire.

What you’ll do: 

• You will diagnose, configure, troubleshoot and solve technical problems associated with Appfire Apps in the Atlassian landscape involving a wide range of enterprise software products.
• You will apply your problem-solving skills and provide technical guidance and issue-resolution support to customer-reported issues (L1/L2).
• You will apply your analytical and problem-solving skills in researching, diagnosing, troubleshooting, and identifying solutions to customer-reported issues (L1/L2) and assist in L3 investigations under guidance from senior engineers.
• You will have complete freedom in taking ownership of customer issues reported and driving them through to resolution from start to finish.
• You will get an opportunity to work with Senior Engineers, Leads, Principals within Support and Engineering teams, gaining valuable knowledge and experience through collaboration.

Excellent customer-facing and communication skills, with the ability to demonstrate empathy, manage expectations, and build trust with business and enterprise customers

• Comfortable working in a team-oriented environment with flexibility to work a schedule aligned with the team's needs, which may include standard business hours or shifts extending into the late evening
• Strong analytical and problem-solving skills to effectively identify and resolve customer issues
• 1–2 years of experience in a technical support role, providing L1 and/or L2 support

Nice to Have: 

• Academic background in a technical discipline, such as Computer Science, Information Technology, Engineering, or a related field.
• Exposure to the Atlassian ecosystem, including products such as Jira, Confluence, or Jira Service Management, is a strong plus.
• Exposure to enterprise tools commonly used in software development and support, such as ticketing and service management platforms (e.g., Jira, Jira Service Management), collaboration tools (e.g., Confluence), version control systems (e.g., Git), or observability and monitoring tools, is a strong plus
• Exposure to AI assistants or generative AI tools (e.g., for research, troubleshooting, documentation, or communication) in academic, personal, or professional settings.

 What we offer:

• Equity - Every Appfire team member is eligible for company equity, fostering a true sense of ownership and connection to our growth
• Paid time off - 25 paid days off regardless of your years of tenure. Increases to 30 days of annual leave per year after 5 years of employment
  24 hours of paid volunteer time to engage in meaningful activities outside of work
• Training and personal development - Grow with Appfire University — our custom, on-demand learning platform designed to support your continuous development
• Health insurance - Private health insurance through UNIQA, fully paid by the company
• Multisport Card - The card is fully covered by Appfire
• Transport Card - Sofia City Transport Card, fully paid by Appfire, providing access to all modes of public transportation within the city
• Food vouchers - Pre-paid Pluxee lunch card with a monthly budget of 102,26 EURO
• Baby Bonus - To celebrate new additions to the family, employees receive a one-time net bonus of 511 EURO upon the birth of a child
• Volunteering - 3 fully paid days each year to participate in Appfire Town, our Corporate Social Responsibility (CSR) program supporting local communities
• Flexibility - The role is fully remote within Bulgaria, with the option to work from our Sofia office.

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