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Associate Product Support Engineer

External
Appfire logoAppfire · Bulgaria
Full-timeOn-siteToday
ConfluenceDocumentationGenerative AIGitJiraObservability
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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 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.

Responsibilities

  • 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.

Requirements

  • Excellent customer-facing and communication skills, with the ability to demonstrate empathy, manage expectations, and build trust with business and enterprise customers
  • Excellent verbal and written communication skills
  • Comfortable working in a team-oriented environment with flexibility to work a schedule aligned with the team's needs, which may include standard business hours or shifts extending into the late evening
  • Strong analytical and problem-solving skills to effectively identify and resolve customer issues
  • 1-2 years of experience in a technical support role, providing L1 and/or L2 support
  • Exposure to the Atlassian ecosystem, including products such as Jira, Confluence, or Jira Service Management, is a strong plus.
  • Exposure to AI assistants or generative AI tools (e.g., for research, troubleshooting, documentation, or communication) in academic, personal, or professional settings.
  • Academic background in a technical discipline, such as Computer Science, Information Technology, Engineering, or a related field

Benefits

Equity - Every Appfire team member is eligible for company equity, fostering a true sense of ownership and connection to our growthPaid time off - 25 paid days off regardless of your years of tenure. Increases to 30 days of annual leave per year after 5 years of employment24 hours of paid volunteer time to engage in meaningful activities outside of workTraining and personal development - Grow with Appfire University - our custom, on-demand learning platform designed to support your continuous developmentHealth insurance - Private health insurance through UNIQA, fully paid by the companyMultisport Card - The card is fully covered by AppfireTransport Card - Sofia City Transport Card, fully paid by Appfire, providing access to all modes of public transportation within the cityFood vouchers - Pre-paid Pluxee lunch card with a monthly budget of 102,26 EUROBaby Bonus - To celebrate new additions to the family, employees receive a one-time net bonus of 511 EURO upon the birth of a childVolunteering - 3 fully paid days each year to participate in Appfire Town, our Corporate Social Responsibility (CSR) program supporting local communitiesFlexibility - The role is fully remote within Bulgaria, with the option to work from our Sofia office.#LI-RemoteMarket recognitionAppfire 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, andHealth insuranceRemote work optionsEquity / stock optionsPerformance bonus

Additional Information

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. We're a team of 800+ employees, working remotely across 28 countries. Our flagship products include: Appfire Flow, JXL, Comala Document Management, 7Pace Time Tracker, Jira Misc Workflow Extensions, and BigPicture. Here you can read some of our customer stories: https://appfire.com/resources/resource-library/customer-stories

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