Application Support Engineer (m/f/d)

**The opportunity**

As an Application Support Engineer for L2 Support, you will act as a point of contact for questions and issues with the SAAS solution and concerns about using our product TI-Gateway. You will work closely with our service management, our customers, the development and operations team. Your task is to troubleshoot issues, support the teams and customer and track the issues until they have been resolved.  Within the scope of your job, your field of activity is incident management and problem management.

With your open and winning nature, you will take care of our service management and customers' requests and their response and resolution. In interaction with the teams, you address requests to the right people and follow them through to resolution.

In addition, you will support the service management in troubleshooting of our product.

**Day-to-day responsibilities**

**Support Management**

- User and application support with a focus on our product and SAAS Service
- Handle support requests and assist in troubleshooting for customer or service management.

**Incident Management**

- Receipt of incoming contacts (call, mail , etc.) and responsibility for compliance with service levels
- Responsibility for recording and documenting incoming incidents in Service Management/Development Tooling
- Investigation and resolution of problems with the available diagnostic data (troubleshooting)
- Responsibility for routing and tracking tickets in service management/development tooling

**Problem Management**

- Responsibility for customer or service management reporting and internal reporting
- Identify problems (recurring incidents) and perform or refer to problem management.
- Communication with the customer or service management regarding problem management
- Determination of measures to avoid recurring problems
- Communicate customer or service management feedback to project management

**Technologies we are working with**

- Networking [TCP/IP, DNS, DHCP, ARP, ..]  tools as tcpdump / wireshark
- Kibana / Elastic Search
- Windows, Linux
- Knowledge with handling WEB-applications with REST API, ….
- Knowledge in using a SAAS platform and its processes behind
- Jira,
- Confluence
- MS Office

**Soft Skills**

- Assertiveness
- Addressing and eliminating deficits
- Root-cause analysis experience
- High willingness to analyze topics

**Who are we looking for**

- Friendly and professional appearance as well as a high service orientation 
- Good understanding of processes 
- Good communication skills 
- Technological affinity and willingness to learn 
- Good command of written and spoken German/English 
- Successfully completed IT studies or professional training in the IT field (e.g. IT specialist or comparable qualification)

**Perks & Benefits**

- Flextime & mobile working
- Company pension plan
- Individual training programs
- Job bike & diverse range of employee discounts
- Mobility and food subsidies
- Good public transport connections and free parking (location-specific)
- Regular employee events
- Sustainable, international company culture