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Team Lead, Technical Support

Location: Warsaw (Poland)

We are Appfire. The largest global provider of award-winning apps on the Atlassian Marketplace. Our portfolio includes more than 180 purpose-built products loved by thousands of extraordinary teams and millions of users worldwide – including BigPicture!

Amplified by our recent partnership and strategic investment from private equity powerhouse Silversmith Capital Partners, an exciting 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.

As Team Lead, Technical Support at Appfire you will

  • Prepare Work Breakdown Structure (WBS) tasks to facilitate the planning, scheduling, and tracking the progress of weekly sprints to ensure timely completion.
  • Provide tactical and technical guidance to the team, including assigning work and supporting them in their duties.
  • Ensure incoming support tickets are triaged and resolved per published SLAs.
  • Provide leadership to shift resources in terms of technical guidance, issue resolution, delegation, supervision, and escalation.
  • Meet regularly with team members to review project issues.
  • Provide performance feedback and recommendations on team members to the IT Manager.
  • Conduct weekly Review Meetings to track progress and prepare for the following sprint.
  • Ensure that procedures and best practices in the BizSys knowledge base are documented, kept up-to-date, and followed.
  • Review and validate team members’ work to ensure it is of high quality and conforms to best practices.
  • Perform technical reviews of KB and non-KB documentation that is created or updated by the team to ensure technical accuracy and that it adheres to best practices.
  • Drive proofs-of-concept of new tools and processes.
  • Offer feedback, suggestions, and recommendations to the IT Manager about the team members, team’s strategies, procedures, and policies, as well as training needs.

About You

  • 5+ years’ experience providing L1/L2/L3 support via a ticketing system.
  • 5+ years’ hands-on experience as a Linux system administrator, including a solid understanding of the Linux file system, DNS, and SSL.
  • 3+ years’ hands-on experience in AWS (IAM, S3, EC2, Route 53, RDS).
  • 2+ years’ hands-on experience in containerization or virtualization technologies such as Docker or VMware.
  • 2+ years’ hands-on experience in automation tools such as Chef, Ansible, shell scripting, scripting languages like Python, or command line (CLI) tools.
  • 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.
  • Ability to organize, prioritize and manage time efficiently for yourself, including mentoring other team members on improving those skills, managing assignments for other tech support team members, and managing distractions as other team members ask for help or guidance.
  • Ability to work independently and under pressure on 5 or more concurrent tasks.

How we work

  • Top-notch hardware and software
  • Ownership
  • No dress code

Perks and benefits

  • Training budget, and access to the latest books thanks to our in-house library
  • Various internal knowledge sharing initiatives: tech guilds, workshops, and more
  • Private healthcare
  • Multisport card
  • Incentive Equity Program
  • Plenty of team building events

Model of cooperation & remuneration

You can choose between:

  • B2B contract (kontrakt B2B) 14 300 – 17 000 PLN + VAT / month
  • Contract of employment (umowa o pracę) 14 300 – 17 000 PLN gross / month

Before submitting your CV please consider that we are currently only able to extend our offers to Candidates who have acquired the status of a tax resident in Poland

The Information Systems Team

The Information Systems team plays a foundational role in Appfire’s growth by building, maintaining, and supporting our IT enterprise systems and infrastructure. Comprised of the Technical Support Engineering, IT Infrastructure, Technical Writing, and IT Special Projects teams, the Information Systems group directly impacts all Appfire’s employees by helping them get a fast resolution to internal issues, managing our IT infrastructure and operations, and ensuring the Information Systems team continuously scales to support our rapidly growing company.

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