Associate Application Support Engineer

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. 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. 

Why is ServiceRocket the place for you 🧡

- 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.

- We have been certified as a best place to work for our US, Chile and Malaysian offices.

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

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 🤟

With 30+ years in the industry, Adam is a tech legend. He leads our Global Services team with kindness, empathy, and critical thinking. Together with your Manager, Noel, they will enable you to support our customers while you reach new heights #WeGotYourBack

Perks ✨🍇🚀

-Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.

-Stock options: you have the opportunity to participate in the ownership of the company.

-Health insurance: we support you and your family–your well-being matters.

-Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location. 

-Career pathways program: you can grow horizontally, vertically, or any way you want.

-Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.

-Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.

Our Selection Process 🔎

Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you. 

You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!

Additional Information

ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. 

*Only shortlisted candidates will be notified*

Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.

RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us.Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email [email protected].