Associate Application Support Engineer

Chile·SantiagoFull-timemid

OtherApplication Support Engineer

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Quick Summary

Overview

G'day! We are ServiceRocket🚀, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth.

Technical Tools

OtherApplication Support Engineer

We are ServiceRocket🚀, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we’ve got your back.

- A 20+ year tech services expert of many solutions and partnerships with industry giants.

- Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.

- Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.

- We're recognized for our innovation, impact, and outstanding customer support, even earning the Atlassian Partner of the Year 2024–2025 for Co-Selling Excellence award.

Visit our website to learn more and become a part of our Rocketeer Nation.

We are seeking a customer-centric and motivated Junior Application Support Engineer to join our fantastic team in Santiago. Application Support Engineers are responsible for assisting, diagnosing, troubleshooting and delivering effective solutions to customers for simple-to-complex technical problems. You will be working on cutting-edge technologies in cloud environments. You will participate in technical issue analysis and debugging while enabling continued innovation within the Support Engineering organization.

This position is a hybrid role with 2 times a month office attendance.

The shiftwork includes rotational weeks with 9 am to 6 pm or 12 pm to 8 pm shifts.

What you’ll be doing 💪

- You will diagnose, configure, troubleshoot, and solve problems associated with Apps in the Atlassian landscape.

- Researching, diagnosing, troubleshooting, and identifying solutions to complex application L1-L2 support issues while providing a great customer experience

- You will have to apply your teamwork and collaboration skills while working with the Development, Sustaining, and QA teams

- Install, configure, and maintain Apps that cater to high availability and scalability requirements

- You will interact with global customers and creatively troubleshoot their business-critical problems by applying your technical and soft skills

- Participate in the related activities and associated processes in a 24X5 global support setup as needed

- Document and share knowledge base with others

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

What you’ll bring to the table 🧑‍💻

- You have a degree in Information Technology, Computer Science or equivalent

- Available to work on rotation shifts

- Strong communication skills including proficiency in spoken English (it does not need to be certified)

- Strong analytical skills to quickly identify the root cause and recommend an effective solution for customer issues

We'll love you more if:

- You have 1+ years of experience working as a system or application support engineer

- Knowledge of shell scripting (Korn Shell, Bourne Shell, Bash, sed, awk, groovy scripting, Jython, Python, Nunjucks, etc)

- Programming skills such as Java or Groovy

- Comfortable with Linux and/or Windows OS administration

- Set up Virtual Environments with virtualization experience and understanding of visual concepts (VMware or similar)

- Write, edit, and debug SQL queries written in MS SQL, Postgres, MySQL, Oracle or any other database system

- Analyze and resolve DevOps integration issues involving many different products and technologies like Jenkins, Bamboo, Git, Github, Bitbucket

- Analyze application server logs (Apache, Tomcat) to identify the root cause

Your leaders 🤟

Our Maipucino superstar, Gon, has worn many hats over the years, and he is now our Director of Operations. With a focus on increasing efficiency and mentoring others, he is a great role model to learn from. Together with your Manager, Francisco, they will enable you to support our customers while you reach new heights #WeGotYourBack