Oferta pracy

Technical Support Manager

Appfire

  • Lesser Poland

    Lesser Poland
  • offer expired a month ago
  • contract of employment, B2B contract
  • full-time
  • team manager
  • home office work
  • remote recruitment

Technologies we use

Expected

  • ITIL Service Support

  • Atlassian products

Your responsibilities

  • Technical area:

  • You will take the lead and drive every customer support issue as a project and ensure delivery with the highest quality and customer satisfaction.

  • You will provide technical leadership to team members in terms of mentorship, issue resolution, delegation, supervision, and handling of customer issues.

  • You take the lead and guide the established processes associated with the 24x5 shift rotation across global support teams.

  • You drive the scoping, sizing, identifying key metrics, and estimating efforts for assigned support engagements.

  • Utilize change management tools, defect/ticketing systems, and follow internal Appfire defined processes for delivering support services.

  • Create, delegate, and execute support infrastructure project plans and revise as needed to meet the project’s changing needs and requirements.

  • Ensure knowledge base documents are technically accurate, complete, current, and archived appropriately.

  • Act as a primary

  • People management area:

  • Perform quarterly and annual OKR (Objectives & Key Results) driven performance reviews of direct reports.

  • Lead, motivate, and inspire the team to perform at peak capacity and productivity.

  • Contribute to recruiting, orienting, and training new employees.

  • Ensure a safe, secure, and legal work environment for direct reports.

  • Plan, identify, and set up personal growth opportunities.

Our requirements

  • Significant experience in the software industry.

  • Candidate must have solid technical expertise with enterprise-level, N-tier applications.

  • Expertise in using agile project management tools and techniques to develop and execute detailed project plans for complex software development projects involving challenging requirements, limited resources, and fixed deadlines.

  • Knowledge of Atlassian products (https://www.atlassian.com) and Appfire products is highly desirable. Training will be provided on a need basis. Great opportunity to gain Atlassian experience.

  • B.E/B.Tech in EE, EECS, CS, MIS, or a comparable discipline.

  • Assist Level 1 thru 3 technical support engineers and offer expertise in terms of troubleshooting and problem resolution.

  • Strong analytical skills to quickly identify the root cause and recommend an effective solution.

  • Handle tough customer escalations and critical feedback with poise and professionalism.

  • Excellent oral and written communication skills.

  • Be accountable, take ownership, and have a strong customer focus.

  • Knowledge of Atlassian products (https://www.atlassian.com) and Appfire products is highly desirable.

  • Using ITIL Service Support knowledge, handle and solve incidents, problems, change and release management issues

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of professional training & courses

  • remote work opportunities

  • flexible working time

  • fruits

  • integration events

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • drinks

  • leisure zone

  • employee referral program

  • Modern office

  • Ownership

Appfire

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!

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