Associate Product Support Engineer

Overview

As an Associate Product Support Engineer, you’ll help customers diagnose and resolve technical issues across Appfire and Atlassian products while working with senior engineers and cross-functional teams.

What you'll do

• Diagnose, configure, troubleshoot, and resolve technical problems for Appfire Apps in the Atlassian ecosystem.
• Provide L1/L2 technical guidance and issue-resolution support for customer-reported issues.
• Research, diagnose, and troubleshoot L1/L2 customer issues to identify solutions.
• Assist with L3 investigations under guidance from senior engineers.
• Own customer issues end-to-end and drive them through to resolution.

What you'll need

• Strong verbal and written communication skills.
• Ability to work in a team environment with shift flexibility (10 AM–7 PM or 2 PM–11 PM IST) and weekend rotations on a 5-day work week.
• Bachelor’s degree (3 or 4 years) in Engineering, Computer Science, or IT.
• Strong analytical and problem-solving skills to identify and resolve customer issues.

Nice to have

• 0–1 years of total experience as a technical support engineer (L1/L2).
• Exposure to enterprise tools or ticketing systems (Jira Service Management, CRM tools).
• Excellent customer-facing skills.