About the job

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 Description

• Provide L2 ticket-based support for employees reporting problems on internal server-based and cloud-based applications, ensuring they are resolved per published SLAs and escalated to L3 support resources if needed.
• Perform tasks on various cloud platforms (e.g., AWS, GCP, DigitalOcean, etc) with all applicable best practices and security guidelines.
• Ensure domain registrations, SSL certificates, and product licensing are up-to-date for all systems
• Tuning of monitoring tools and period review of SaaS-based corporate applications to ensure appropriate subscription plans and ensure all systems are compliant with ISO policies
• Offer Support on various administrative tasks of Atlassian products
• Maintain Office Network infrastructure (wi-fi, access points & chrome casts) and coordinate with ISP teams for resolutions
• Manage employee Onboarding, Off-boardings, laptop configurations for their up-to-date OS, MDM, hard disk encryption & antivirus installations, and troubleshooting issues
• Perform installations, configurations, upgrades, migrations, and consolidations of applications.
• Develop a solid knowledge of the systems and applications managed by our team, as well as its best practices to implement from time to time
• Document the new areas of implementations, technologies, procedures, and best practices.
• Use, write and maintain KB articles for documentation.

Required

• 3+ years' experience providing L1/L2 support via a ticketing system.
• 2+ years’ hands-on experience as a Linux system administrator, including a basic understanding of the Linux file system, DNS, and SSL.
• 2+ 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 desktop support activities preferably on macintosh OS
• 1+ years' hands-on experience in automation tools such as Chef, Ansible, shell scripting, scripting languages like Python, or command line (CLI) tools
• Good written and oral communication skills in English, including spelling and grammar.
• Good ability to work within a mature support process.
• Willing to work in Shifts

Preferable

• Experience with Atlassian products is an advantage.
• Experience in Database installations & related operations is an advantage
• Experience in containerization or virtualization technologies such as Docker or VMware is an advantage.

What We Offer

• Every Appfire employee is eligible for company equity
• Remote Work – flexibility to work from home or from our offices + remote working allowance up to INR 12,000 per annum (paid monthly)
• Unlimited paid sick leave in the event of an employee’s own illness or injury
• Generous vacation policy
• Group Medical Insurance – Coverage of INR 5,00,000 per annum for a family including dependents parents with no additional cost
• Crèche benefit
• Training and development – access to a comprehensive library of training videos