Associate Product Support Engineer

About the role

Job Purpose and Overview :

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.

Job Description :

• 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.

About you :

• 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. 

Nice to Have : 

• 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.     

We’ve Got You Covered

• 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

Disclaimer: The responsibilities outlined in this job posting are intended to provide a general overview of the role. Additional duties may be assigned as needed to meet the needs of the business.

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