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Technical Support Engineer

Location: Warsaw (Poland)

Product Support SoftwarePlant

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.

Job Purpose and Overview

We are looking for a full-time Technical Support Engineer. You will work within a team of highly skilled technical support engineers to support our IT operations and the corporate applications our employees use. In this role, you will use a wide variety of technologies, including Atlassian Systems, Amazon Web Services (AWS), Google Workspace, GCP, DigitalOcean, 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.

As Technical Support Engineer at Appfire you will

  • Provide occasional L1/L2 ticket-based support for employees seeking access, reporting problems, etc. on internal server-based and cloud-based applications, ensuring they are resolved per published SLAs and escalated to L3 support resources if needed.
  • Monitor applications and systems to ensure overall health.
  • Monitor scheduled jobs to ensure they run successfully and on time.
  • Ensure domain registrations, SSL certificates, and product licensing are up-to-date for all systems.
  • Perform installations, configurations, upgrades, migrations, and consolidations of applications.
  • Manage employee laptops for their up-to-date OS, MDM, hard disk encryption & antivirus installations, and troubleshooting issues
  • Maintain Office Network infrastructure (wi-fi, access points & chromecasts)
  • Perform project-based work, including deploying new tools, upgrading servers/systems, migrating data, consolidating systems, etc.
  • Develop a solid knowledge of the systems and applications managed by our team, as well as its procedures.
  • Use, write, and maintain KB articles for documentation.

About You

  • 2+ years’ experience providing L1/L2 support via a ticketing system.
  • 1+ years’ hands-on experience as a Linux system administrator, including a basic understanding of the Linux file system, DNS, and SSL.
  • 1+ years’ hands-on experience in AWS (IAM, S3, EC2, Route 53, CloudWatch, RDS).
  • 1+ years’ hands-on experience in providing application support on applications such as Google Workspace, Slack, and Zoom.
  • 1+ years’ hands-on experience in automation tools such as Chef, Ansible, shell scripting, scripting languages like Python, or command line (CLI) tools.
  • 1+ years’ hands-on experience in containerization or virtualization technologies such as Docker or VMware.
  • Good written and oral communication skills in Polish and English, including spelling and grammar.
  • Good ability to work within a mature support process.

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) 8 500 – 10 000 PLN + VAT / month
  • Contract of employment (umowa o pracę) 8 500 – 10 000 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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