Application Support Engineer

This is a fully remote position, open to applicants in Germany.

📋 Description

• Diagnose and resolve technical issues at the second-level support tier for the openDesk managed service.

• Take responsibility for and prioritize tickets escalated from first-level support.

• Reproduce issues, conduct root-cause analysis, and offer workarounds or solutions.

• Examine incidents across the openDesk stack and at the Kubernetes level, including logs, events, and pod/Ingress diagnostics.

• Prioritize tasks based on their impact and SLAs, and document resolutions and known issues.

• Clearly escalate issues to DevOps Engineering, the Architect/Tech Lead, or openDesk upstream teams, while supporting the resolution process.

• Communicate effectively and empathetically with customers, working to de-escalate critical situations.

• Enhance and maintain the knowledge base, runbooks, and FAQs.

• Provide constructive feedback to Product and Engineering teams.

• Participate in on-call support for round-the-clock operations.

• Collaborate with first-level support, DevOps Engineers, Architects/Tech Leads, and upstream support teams.

⛳️ Requirements

• Experience in technical second-level support or managing a complex application landscape.

• Solid foundational knowledge of Kubernetes for diagnosing logs, events, pods, and Ingress.

• Experience in structured incident management, including triage, reproduction, and root-cause analysis.

• Familiarity with SLAs and ticketing systems.

• Strong skills in Linux.

• Willingness to participate in on-call support for a 24/7 service; no shift work involved.

• Proficiency in business-level German and English (C1/C2), both written and verbal.

• Experience with openDesk components or similar services is advantageous.

• Basic knowledge of PostgreSQL/MariaDB and Prometheus/Grafana is a plus.

• Experience with upstream/vendor support and open-source communities is a benefit.

• Basic understanding of ITIL is advantageous.

• Strong customer service orientation.

• Excellent written and verbal communication skills.

• Analytical and structured approach, with patience during troubleshooting.

• Team player willing to provide and receive 360-degree feedback.

• Experience in moderation and de-escalation is a plus.

• Interest in maintaining knowledge bases and documentation is beneficial.

🏝️ Benefits

• Remote-first working model with the flexibility to work from home, a shared office, or a mix of both.

• Flexible working hours with a high level of autonomy.

• Regular training and certifications, with costs covered and time off allocated.

• Internal knowledge sharing along with professional and methodological development.

• Provision of modern hardware, suitable software, and any necessary equipment.

• Annual participation in company profits.

• Option for a company car depending on the role.

• 30 days of annual leave that do not expire.

• Group accident insurance.

• Regular team activities, gatherings, workshops, and outings.

• Transparent feedback culture and career development discussions.