Senior Product Support Engineer

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Requirements:

• Strong analytical and problem-solving skills to quickly identify an effective solution for customer issues.
• Scripting, database, and systems skills.
• Excellent customer-facing and communication skills.
• Minimum 3+ years of total experience working as a system or Application Support Engineer/Senior Support Engineer, managing and supporting enterprise-class software products.
• 5+ years of experience working as an application or a system administrator in a collaborative role, working with a global team that helps facilitate remote delivery of support services.
• Knowing Groovy, JavaScript, or Python will be considered an additional valuable skill.
• B.E/B.Tech or MCA, or a comparable discipline.
• Knowledge of Atlassian products (https://www.atlassian.com) is highly desirable. Great opportunity to gain Atlassian experience.

Responsibilities:

• Diagnose, configure, troubleshoot and solve technical problems associated with Appfire Apps in the Atlassian landscape involving a wide range of enterprise software products.
• 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.
• Apply your leadership skills and provide technical guidance and issue-resolution support to peer and junior resources.
• Apply your analytical and problem-solving skills in researching, diagnosing, troubleshooting, and identifying solutions to complex software product L1-L2-L3 support issues.
• Have complete freedom in taking ownership of customer issues reported and driving them through to resolution from start to finish.
• Be able to work with Technical architects, leads, and principals.
• Work with customers or internal teams on escalated, unresolved issues and gain immense knowledge through collaboration.

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