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 role, you will work with Appfire's growing list of business-class products and cutting-edge Atlassian products such as Jira and Confluence, deployed globally in cloud and data center environments.
The Associate Product Support Engineer is responsible for assisting customers in diagnosing and resolving technical issues while working closely with senior engineers and cross-functional teams at Appfire.
- Diagnose, configure, troubleshoot, and solve technical problems associated with Appfire Apps in the Atlassian landscape involving a wide range of enterprise software products.
- Apply problem-solving skills and provide technical guidance and issue-resolution support to customer-reported issues (L1/L2).
- Research, diagnose, troubleshoot, and identify solutions to customer-reported issues (L1/L2) and assist in L3 investigations under guidance from senior engineers.
- Take ownership of customer issues and drive them through to resolution from start to finish.
- Collaborate with Senior Engineers, Leads, and Principals within Support and Engineering teams, gaining valuable knowledge and experience.
Requirements
- Bachelor's degree (3 or 4 years) in Engineering, Computer Science, or IT.
- 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.
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 (e.g., Jira Service Management, CRM tools).
- Excellent customer-facing skills.
Benefits
- Company equity for every employee.
- Remote work flexibility with a remote working allowance up to INR 12,000 per annum (paid monthly).
- Unlimited paid sick leave for the employee's own illness or injury.
- Generous vacation policy.
- Group Medical Insurance – Coverage of INR 5,00,000 per annum for a family including dependent parents at no additional cost.
- Crèche benefit.
- Training and development – access to a comprehensive library of training videos.
Schedule
Flexible shifts: 10 AM–7 PM or 2 PM–11 PM IST, with weekend rotations, maintaining a 5-day work week.
About Appfire
Appfire is a team of 800+ employees working remotely across 28 countries. We create software that empowers teams to break silos and collaborate seamlessly. Our flagship products include JXL, Comala Document Management, 7Pace Time Tracker, Jira Misc Workflow Extensions, and BigPicture. Read some of our customer stories.
Appfire has been consistently recognized for company growth, culture, corporate social responsibility, and product excellence, including accolades such as Deloitte Technology Fast 500, Inc. Best Workplaces, BuiltIn Best Places to Work, and Inc. 5000. Learn more about our accomplishments.