Senior Product Support Engineer

At Appfire, we believe that great work happens when people get to choose how they work. After 20 years of creating software that empowers teams to break silos and collaborate seamlessly, we've learned that one size does not fit all. We’re a team of 800+ employees, working remotely across 28 countries. Our flagship products include: JXL, Comala Document Management, 7Pace Time Tracker, Jira Misc Workflow Extensions, and BigPicture.

Here you can read some of our customer stories: https://appfire.com/resources/resource-library/customer-stories

About the role

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.

The Senior Product Support Engineer is responsible for assisting, diagnosing, troubleshooting, and delivering effective solutions to customer technical issues. 

Your everyday tasks will include:

• 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 gain experience in cutting-edge technologies such as SaaS, Virtual Environments, Amazon AWS, Microsoft Azure, etc.
• You will apply your leadership skills and provide technical guidance and issue-resolution support to peer and junior resources.
• You will apply your analytical and problem-solving skills in researching, diagnosing, troubleshooting, and identifying solutions to complex software product L1-L2-L3 support issues.
• Having knowledge of Groovy, Nunjucks or JavaScript will be considered as a valuable skill.
• You will have complete freedom in taking ownership of customer issues reported and drive them through to resolution from start to finish.
• You will get an opportunity to work with architects, leads, and principals.
  You will work with customers or internal teams on escalated, unresolved issues and gain immense knowledge through collaboration.

Skills and experience you'll need to succeed:

• 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 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 (https://www.atlassian.com) is highly desirable. Great opportunity to gain Atlassian experience.

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
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 AllowanceTo 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 benefitsWe offer a crèche benefit for employees coming to the office to help parents balance work and childcare.

Flexibility that fits how you work best

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.

#LI-Remote

Market recognition

Appfire has been consistently recognized for company growth, culture, corporate social responsibility, and product excellence and has been included among the Deloitte Technology Fast 500, Inc. Best Workplaces, BuiltIn Best Places to Work, and Inc. 5000. Learn more about our accomplishments, which would not be possible without our team members, partners, and customers: https://appfire.com/awards.

Equal Employer Opportunity (EEO)  

Appfire is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic as defined by applicable law. Our commitment extends to all employment practices, including recruitment, hiring, training, promotion, compensation, benefits, and termination.