Senior Product Support Engineer

Senior Product Support Engineer

This is a senior technical support opportunity focused on diagnosing, troubleshooting, and resolving complex issues across enterprise software products and the Atlassian ecosystem. You will work with globally deployed cloud and data center environments while gaining exposure to technologies including Software-as-a-Service, virtual environments, Amazon Web Services, and Microsoft Azure. The role combines deep technical problem-solving with customer-facing communication and end-to-end ownership of support cases. You will investigate L1, L2, and L3 issues, identify root causes, and develop effective solutions that improve customer outcomes and product reliability. As a senior member of the support organization, you will provide technical guidance and mentoring to peer and junior engineers. You will collaborate with architects, technical leads, principals, customers, and internal teams on escalated and unresolved issues. This role is ideal for an experienced Application Support Engineer who enjoys solving complex technical challenges and working in a collaborative, globally distributed environment.

Accountabilities

• Diagnose, configure, troubleshoot, and resolve technical issues involving enterprise software products within the Atlassian ecosystem.
• Investigate complex L1, L2, and L3 product support issues using strong analytical and problem-solving skills to identify effective solutions.
• Take complete ownership of customer-reported technical issues and drive each case through investigation, resolution, and closure.
• Collaborate directly with customers and internal teams to understand issues, communicate progress, and deliver timely and effective resolutions.
• Work with cloud and enterprise technologies, including Software-as-a-Service (SaaS), virtual environments, Amazon Web Services (AWS), and Microsoft Azure.
• Provide technical guidance, issue-resolution support, and mentoring to peer and junior support engineers.
• Support escalated and unresolved technical issues in collaboration with architects, technical leads, principals, and other engineering stakeholders.
• Apply scripting, database, and systems knowledge to investigate and resolve complex application support issues.
• Contribute to continuous improvement by identifying recurring issues, sharing technical knowledge, and improving support practices and resolution approaches.
• Maintain clear and effective communication with customers and internal stakeholders throughout the support lifecycle.

Requirements

• Bring at least 5 years of total experience as an Application Support Engineer, Senior Support Engineer, or in a comparable technical support role working with enterprise-class software products.
• Have at least 3 years of experience in a collaborative Application Support environment working with global teams to deliver support services remotely.
• Hold a Bachelor of Engineering (B.E.), Bachelor of Technology (B.Tech), Master of Computer Applications (MCA), or a comparable qualification.
• Demonstrate strong analytical, troubleshooting, diagnostic, and problem-solving skills, with the ability to quickly identify effective solutions for complex customer issues.
• Have practical experience with scripting, databases, and systems administration or related technical environments.
• Demonstrate excellent customer-facing communication skills and the ability to explain technical issues clearly to different audiences.
• Possess strong knowledge of enterprise application support processes and experience managing issues through investigation and resolution.
• Knowledge of Atlassian products, including Jira, Confluence, or Bitbucket, is highly desirable.
• Experience with Groovy, Nunjucks, or JavaScript is a valuable advantage.
• Demonstrate the ability to work effectively with globally distributed teams and collaborate across technical functions.
• Be capable of taking independent ownership of complex issues while knowing when to collaborate with senior technical resources.
• Demonstrate strong communication, teamwork, initiative, and a customer-focused approach to technical support.

Benefits

• Equity eligibility, providing employees with an opportunity to share in the organization's growth.
• 21 days of paid annual leave and 10 paid public holidays.
• Unlimited short-term paid sick leave for personal illness or injury.
• Annual leave increases to 26 days after 5 years of service.
• Option to encash unused and accrued annual leave upon leaving the organization.
• Access to a custom, on-demand learning platform for continuous professional development.
• Comprehensive group health insurance for employees and families, including dependent parents, at no additional cost.
• Parental protection, personal accident insurance, and term life insurance aligned with job level.
• Telehealth services providing access to qualified doctors for everyday healthcare needs.
• Work-from-home allowance of up to INR 12,000 per year, paid monthly.
• Three fully paid volunteering days each year through a Corporate Social Responsibility program.
• Crèche benefits for employees who use the office and require childcare support.
• Fully remote work within India, with the option to work from the Hyderabad office.
• Flexible working arrangements designed to support different working preferences.
• Opportunities to work with modern cloud technologies and enterprise-grade software.
• Access to technical learning and development opportunities through dedicated engineering training resources.