Job Summary
We are Appfire, the largest global provider of award-winning Atlassian apps! Our portfolio of trusted product brands includes more than 100 purpose-built apps loved by thousands of teams and millions of users worldwide.
Amplified by our partnership and strategic investment from private equity powerhouse Silversmith Capital Partners, a recent surge of marquee brand acquisitions, and an additional $100M investment from TA Associates, Appfire is uniquely poised to accelerate our leadership position within the billion-dollar Atlassian app market.
Come be a part of our Appfire family for this amazing journey! Learn more at appfire.com.
Location: Your manager works remotely, and you'll also be able to work remotely. This job will require EST as core business hours.
We are looking for a full-time Senior Technical Support Engineer. You will work within a team of highly skilled technical support engineers to support our IT infrastructure and the corporate applications our employees use. In this role, you will use a wide variety of technologies, including Amazon Web Services (AWS), Docker, Chef, DigitalOcean, Google Workspace, and more. You will be expected to work in a shift rotation.
You will be part of a corporate team that provides a wide variety of IT services to our employees, allowing you ample opportunity to gain valuable insight into the company as a whole, broaden your skills, and grow your career.
What You'll Accomplish:
Provide occasional L1/L2 ticket-based support for employees seeking access, reporting problems, etc. on internal server-based and cloud-based applications, ensuring tickets are resolved per published SLAs;
Handle L3 escalation of production issues;
Provide DevOps support for our Cloud-based apps;
Perform installation, configuration, upgrade, migration, and consolidation of applications;
Perform project-based work, including evaluating and deploying new tools, upgrading servers/systems, migrating data, consolidating systems, etc;
Develop comprehensive knowledge of the systems and applications managed by the BizSys team, as well as its procedures & best practices, and train and mentor other team members in those areas;
Use, write, and maintain KB and non-KB documentation;
Write and maintain best practice articles to ensure our systems and procedure achieve the desired quality, performance, and security;
Prepare technical design documents.
About You:
Three (3)+ years' experience providing L1/L2/L3 support via a ticketing system;
Three (3)+ years' hands-on experience as a Linux system administrator, including solid understanding of the Linux file system, DNS, and SSL;
Two (2)+ years' hands-on experience in AWS (IAM, S3, EC2, Route 53, RDS);
Two (2)+ years' hands-on experience in containerization or virtualization technologies such as Docker or VMware;
Two (2)+ years' hands-on experience in automation tools such as Chef, Ansible, shell scripting, scripting languages like Python, or command line (CLI) tools;
Two (2)+ years' hands-on experience in providing application support on applications such as Google Workspace, Slack, and Zoom;
Excellent written and oral communication skills in English, including spelling and grammar;
Excellent ability to work within a mature support process;
All candidates must include responses to required question fields in our online application; applications without these answers will not be considered.
Why a Career at Appfire?
Appfire is a global team of awesome humans working to help makers all over the world. We believe that bold ideas light the way for makers - 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 team! At Appfire, innovators are welcome!
We've Got You Covered:
As part of the Appfire team, in addition to a competitive full time salary, you'll also have the flexibility to work from your home office and enjoy benefits such as full company-paid health insurance, dental, flex spending accounts, a 401k program, company paid mobile phone and internet, and more.
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.
