Associate Product Support Engineer

Associate 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. That's why at Appfire, you choose.

Choose to work where you thrive: Whether from home, in one of our offices, or while exploring the world, you decide where you're most productive. From hardware and software to access to two decades of collective wisdom on working effectively in a remote-first company, we've got you covered.

Choose to balance your life without compromise: Plan your workday around your needs and what matters most to you. Enjoy flexible time off without the hassle of complicated approvals. From day one, we trust you to deliver quality work without sacrificing your personal life, hobbies, loved ones, and well-being.

Choose to grow on your terms: Take charge of your professional growth with access to online learning platforms, facilitated training, leadership programs, and internal hackathons. Collaborate with a global team to gain fresh perspectives. When you're ready for a new challenge, our internal mobility program is here to support your journey.

No one knows you better than you do. So join us and customize your experience. Choose how you want to work. Choose Appfire.

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.

About Appfire

A people-first approach to business

Since its inception, Appfire has been a remote-first company. With 850+ employees (who we call fireflies) across 28 countries, we foster an environment where everyone is respected. We invest in team members by ensuring they grow professionally and personally.

Making an impact

At Appfire, CSR means embedding purpose, responsibility, and impact into everything we do. We use our people, products, and partnerships to make a meaningful difference in the world, we act responsibly as a business, and we empower communities while strengthening our skills and culture and fostering belonging across Appfire.

In 2015, Appfire joined the Pledge 1% network of organizations committed to philanthropy. Appfire has since grown our Pledge 1% program to include all four pledge types — product, profit, equity, and employee time. We were among the first to do this, and we're proud that Pledge 1% is part of our evolution.

Our business

Appfire mission to equip and connect every team so they can plan and deliver their best work. We are committed to building a durable, multi-generational business, and to evolving, innovating, and scaling in a way that ensures stability and opportunity for years to come

What's our secret sauce?

We follow teams. We do our research and build software that solves real-life collaboration challenges while being easy to implement and a joy to use. We're proud to support over 20,000 customers and growing, including 55% of the Fortune 500. From the entertainment delivered by Netflix to the devices crafted by Samsung, and Dell Technologies and the financial transactions handled by Visa, Edward Jones, and US Bank, Appfire's technology is indispensable. Our products also play a pivotal role in streamlining operations and fostering innovation at companies like Tesla and significant institutions such as NASA, Boeing, and many more. We enhance. Our software is designed to give developers, knowledge workers, and teams the ability to extend and get greater value from the platforms they've invested in and enjoy. So far, our solutions extend and enhance the capabilities offered by Atlassian, Microsoft, monday.com, and Salesforce. We build bridges and invest in our partners. Appfire's success is underscored by its channel program as its primary path to market. Today, Appfire has a dedicated Channel team supporting 800+ channel partners.We make security and privacy a priority, but we also keep it simple for our customers. We've achieved International Organization for Standardization (ISO) 27001 and ISO 27017 and System and Organization Controls (SOC) SOC 2, Type I and SOC 2, Type II certifications. Our award-winning Appfire Trust Center, offers our customers, partners, and prospects the latest security, privacy, and compliance information, including pre-completed questionnaires (CAIQ, SIG, and VSA) with an accelerated NDA process and just one EULA to cover it all.

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 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.

Key skills/competency

• Technical Support
• Product Support
• Customer Service
• Troubleshooting
• Problem Solving
• Atlassian Products
• Jira
• Confluence
• Communication Skills
• Analytical Skills