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Product Support Engineer



Software Engineering, Product, Customer Service
Posted on Sunday, June 30, 2024

Product Support Engineer

Product Support Engineer


Full Time

Appfire builds next-generation enterprise collaboration solutions to liberate teams from silos and make work flow. By extending and enhancing what’s possible on platforms like Atlassian, Microsoft, Monday.com, Salesforce and more, Appfire enables companies to increase value from the many platforms they’ve invested in. Appfire empowers today’s knowledge workers to plan and deliver their best work. Appfire’s portfolio of top-selling apps serves more than 20,000 customers – including 55% of the Fortune 500. As a product-led company, Appfire identifies gaps in industries serving knowledge workers and then builds solutions that drive productivity and efficiency.

Appfire continues to grow exponentially, with teams spanning 20+ countries. We are financially strong, profitable since inception, continuously meeting or exceeding revenue targets, and we invest heavily in strengthening the foundation of our organization. Being philanthropic is integral to operating our business, so we donate 1% of employee time, product, profit, and equity as part of our Pledge 1% commitment.

Come join our team!

Job Purpose and Overview

Due to Appfire's exponential growth, we seek a talented and highly ambitious professional to join us as a 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, and Bitbucket deployed globally in cloud and data centre environments.

The product support engineer is responsible for assisting, diagnosing, troubleshooting, and delivering effective solutions to customers for simple-to-complex technical issues.

What You Will 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 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.
  • You will have complete freedom in taking ownership of customer issues reported and drive them through to resolution from start to finish.
  • You will gain experience in cutting-edge technologies such as SaaS, Virtual Environments, Amazon AWS, Microsoft Azure, Docker containers, etc.
  • You will get an opportunity to work with architects, leads, principals on escalated unresolved issues and gain immense knowledge through collaboration.

What We Would Like to See

  • Strong analytical and problem-solving skills to quickly identify an effective solution for customer issues.
  • Scripting, database SQL, and systems skills.
  • Excellent customer-facing and communication skills.
  • 3+ years of total experience working as a technical support engineer, managing and supporting enterprise-class software products.
  • 2+ years of experience working as system or application support engineer in a collaborative role, that helps facilitate remote delivery of supportservices.
  • B.E/B.Tech in CSE, IT, ECE, EEE, MIS, or a comparable discipline.
  • Knowledge of Atlassian products and Appfire products (https://www.appfire.com) is highly desirable. Great opportunity to gain Atlassian experience.

What We Offer

  • 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.
  • Annual Leave: 21 working days of paid annual leave.
  • Public Holidays: 10 days of paid public holidays per calendar year.
  • Paternity and Maternity Leave Offerings.
  • Group Medical Insurance: Coverage of INR 5,00,000 per annum for a family including dependents parents with no additional cost.
  • Personal Accident Insurance: Coverage up to INR 15,00,000 for the employee.
  • Group Term Life Insurance: Coverage up to INR 15,00,000 for the employee.
  • Employee deposit linked insurance scheme (EDLI): Employees are covered up to an amount of INR 7,00,000 as per the EDLI rules.
  • Crèche benefit.
  • Training and development: access to a comprehensive library of training videos.


Req ID: 599

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