It Support Engineer {Fully Remote}

AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.

WHY JOIN US

If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you!

ABOUT THE ROLE

As a Technical Support Engineer , you will play a key role in helping customers successfully use complex software products by diagnosing and resolving advanced technical challenges. Working closely with engineering and product teams, you’ll ensure issues are addressed efficiently while improving overall product quality and customer experience. This role offers the opportunity to deepen expertise in Java, the Atlassian ecosystem, and modern development environments while mentoring teammates and contributing to continuous improvement.

WHAT YOU WILL DO

• Diagnose and resolve advanced technical issues across multiple programming languages, build environments, and deployment scenarios
• Escalate critical issues to R&D with detailed technical analysis while maintaining transparent customer communication throughout resolution
• Build and maintain a comprehensive knowledge base of solutions, workarounds, and best practices
• Mentor L1/L2 engineers and conduct knowledge transfer sessions to elevate team capabilities
• Gather customer feedback on features and bugs and communicate insights to the product team

MUST HAVES

• Minimum 2+ years of experience in customer-facing technical roles within software organizations
• Fluent in written and spoken English
• Flexible to work in EU or US time zones
• Strong knowledge of Java 11+ (Java 17 preferred)
• Hands-on experience developing applications using Atlassian SDK and Atlassian Plugin Framework
• Experience with scripting languages including JavaScript , TypeScript , and jQuery
• Experience with Maven , Git/Bitbucket , and Bamboo build pipelines
• Experience with React , Node , and package managers
• Good knowledge of REST API design, JSON , and XML
• Knowledge of Atlassian SAL , Active Objects , event handling, and licensing modules
• Basic knowledge of clustered environments, thread safety, Data Center scalability, and network protocols
• Experience with unit testing frameworks such as JUnit and Mockito and test automation
• Knowledge of logging frameworks such as Log4j2 and dependency injection using Spring
• Knowledge of Linux and Windows operating systems
• Experience using JIRA for issue tracking and project management

NICE TO HAVES

• Experience with remote troubleshooting and system diagnostics across complex environments
• Strong analytical and problem-solving abilities
• Ability to work independently and collaboratively in cross-functional teams
• Experience managing multiple products and technologies simultaneously
• Demonstrated curiosity for staying current with industry trends and adapting to new technical environments

PERKS AND BENEFITS

• Professional growth: Mentorship, TechTalks, and personalized growth roadmaps.
• Competitive compensation: USD-based pay with education, fitness, and team activity budgets.
• Exciting projects: Modern solutions with Fortune 500 and top product companies.
• Flextime: Flexible schedule with remote and office options.

It includes main stages:

Application → Coding Challenge → Video Interview → Technical Interview or Interview with the Hiring Manager(s).

Each step helps us understand your skills and overall fit.

If it’s a match, you’ll receive an offer.