Accountabilities:

The Associate Product Support Engineer will be responsible for providing technical support, investigating customer issues, and ensuring effective resolution of reported challenges. The role requires strong problem-solving skills, ownership of customer requests, and collaboration with engineering teams to deliver high-quality support experiences.

• Diagnose, configure, troubleshoot, and resolve technical issues related to enterprise software products and integrations.
• Provide technical guidance and issue resolution support for customer-reported problems at L1/L2 levels.
• Research, analyze, and identify solutions for complex technical issues while supporting advanced investigations when required.
• Take ownership of customer cases from initial report through final resolution.
• Collaborate with senior engineers, technical leads, and cross-functional teams to improve troubleshooting capabilities.
• Document findings, solutions, and best practices to support continuous improvement.
• Work with products deployed across cloud and data center environments.
• Participate in team activities, knowledge sharing, and technical development initiatives.

Requirements:

The ideal candidate is a motivated technology professional with strong analytical thinking, communication skills, and an interest in customer-facing engineering. A foundation in computer science or IT, combined with problem-solving ability and willingness to learn, is essential for success in this role.

• Bachelor’s degree (3 or 4 years) in Engineering, Computer Science, Information Technology, or a related field.
• Strong verbal and written communication skills.
• Excellent analytical and problem-solving abilities.
• Ability to work effectively in a collaborative, team-oriented environment.
• Flexibility to work scheduled shifts, including 10 AM–7 PM or 2 PM–11 PM IST, and participate in weekend rotations while maintaining a five-day work week.
• Basic understanding of technical support processes and enterprise software environments.

Preferred qualifications:

• 0–1 years of experience as a Technical Support Engineer or in a similar L1/L2 support role.
• Familiarity with enterprise tools, ticketing systems, Jira Service Management, or CRM platforms.
• Experience working directly with customers or providing technical assistance.
• Interest in Atlassian ecosystem products such as Jira and Confluence.

Benefits:

• Employee equity eligibility.
• Remote work flexibility with the option to work from home or office locations.
• Remote working allowance of up to INR 12,000 per year, paid monthly.
• Unlimited paid sick leave in case of illness or injury.
• Generous vacation policy.
• Group medical insurance with coverage of INR 5,00,000 per year for employees and eligible family members, including dependent parents.
• Crèche benefit.
• Access to training resources and professional development programs.