Technical Support Engineer

Appfire is an enterprise collaboration software company that enables teams to plan and deliver their best work. Since launching in 2005 as one of the original Atlassian ecosystem partners, Appfire has built a portfolio of top-selling apps for more than 30,000 customers — including 55% of Fortune 500 companies. As a product-led company, Appfire identifies gaps in industries serving developers and client support teams and then builds solutions that drive productivity and efficiency. 

Appfire continues to grow exponentially, with teams spanning 20+ countries. We are financially strong, continuously meeting or exceeding revenue targets, and we invest heavily in strengthening the foundation of our organization. Being philanthropic is integral to operating our business, so we donate 1% of employee time, product, profit, and equity as part of our Pledge 1% commitment.

Come join our team!

Job Overview:

We are looking for an experienced 2nd level Technical Support Engineer to join our support team in helping 7pace customers with technical problems and questions. Technical support engineer responsibilities include resolving customer queries, recommending solutions, and guiding users through features and functionalities. A successful employee in this role will be an excellent communicator who works well with clients and earns their trust. Ultimately, you will help further our established reputation as a company that offers excellent customer support.

What You'll Do:

  • Provide technical support to customers
  • Reproduce customer issues, research and identify solutions for them
  • Develop an expertise in a product
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Refer to internal database or external resources to provide accurate tech solutions
  • Track issues through to resolution, within agreed time limits
  • Properly escalate unresolved issues to appropriate internal teams
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Document technical knowledge in the form of notes and manuals and maintain knowledge base in actual state

About You:

  • Proven work experience as a Technical Support / Customer Success Engineer or similar role
  • Expertise in troubleshooting web-based applications: (browser specifics, JavaScript, REST)
  • Hands-on experience with Windows environments as advanced user
  • Preferred: experience with Azure DevOps, IIS, Azure AD, basic SQL knowledge
  • Familiarity with remote desktop applications and help desk software (eg. Zendesk)
  • Excellent written and verbal communication skills
  • BS degree in Information Technology, Computer Science or relevant field
  • Availability in Central European Time business hours (9 am – 6 pm)

What We Offer:

  • Every Appfire employee is eligible for company equity
  • 25 paid days off, regardless of years of experience
  • Flexible working schedule
  • Development opportunities via our Appfire University

Why a Career at Appfire?

Appfire is a global company of awesome humans working to help teams all over the world. We believe that bold ideas light the way for builders – just like us! Our culture embraces YOUR unique skills, while providing a collaborative, diverse environment that thrives on change and growth for the entire Appfire family! At Appfire, innovators are wanted!

Appfire is proud to be an Equal Opportunity Employer and we prohibit discrimination or harassment of any kind. We celebrate diversity and are committed to creating an inclusive environment for all employees.