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. 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 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, Docker containers, etc. Apply your System Administration / DevOps continuous integration and development (CI/CD) skills to integrate a variety of cutting-edge Appfire apps and Atlassian tools. 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 driving them through to resolution from start to finish. You will be able to work with Technical architects, leads, and principals. You will work with customers or internal teams on escalated, unresolved issues and gain immense knowledge through collaboration.

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, corporate social responsibility is driven by team members, family, friends, customers, and partners through Appfire Town. This program brings people together to generate a strong social impact in our local and global communities. 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