The position of Application Support Engineer is a key role in our company. It requires a customer-oriented individual to maintain and implement system components deployed by the organization, involving cross-functional interaction with Services. About the Job - Monitor system performance in real time, ensuring prompt issue detection and resolution. - Conduct technical investigations for all issues observed in Monitoring/Customer incidents, applying workarounds for known issues. - Offer first response to customers complying with strict Service Level Agreements (SLAs). Required Skills and Qualifications - Customer service skills, with a focus on problem resolution and effective communication. - Advanced level of English proficiency. - Basic knowledge of Microsoft SQL Server 2016. - Basic understanding of project management principles. - Intermediate knowledge of telecommunications networks. - Basic computer security awareness. - Ability to investigate infrastructure issues from a command line interface. - Log investigation skills, including search patterns and logging structures. - Understanding of processes linked to specific applications. - Network interface check capabilities, including open ports and active users. - A team player with self-motivation and autonomy. - Will to learn new skills and technologies quickly. - Availability to work one weekend per month, covering global services. - Degree in Engineering, with a focus on computer science and telecommunications. Responsibilities - Monitoring existing contracts with clients, ensuring timely attention according to SLA. - Independent problem analysis and implementation of workarounds through adherence to Support standards and conventions. - Analyze, diagnose, and provide workarounds until fixes are supplied to customers. - Flexible working hours availability. - Technical expertise provision on products and support fundamentals to internal or external customers as required. - Supporting all support team staff as needed to meet deadlines and customer priorities. - Establishing and maintaining trust with customers, providing technical assistance as required. - Monitoring contract performance with providers involved in service delivery, ensuring compliance with agreed commitments, service levels, scheduled, and corrective maintenance. - Follow-up on second-level support execution to ensure adherence to standards, specifications, and scheduled activities. - Input provision on product and customer-specific functionality, configuration, and usage for training and documentation purposes. - Sharing skills and experience with other groups within the organization to establish consistency and improve quality. - Proactive identification and assistance in resolving relevant key issues and/or risks. - Understanding and following formally communicated methodologies, processes, policies, and values, focusing on delivering consistent, reliable, repeatable, scalable, and quality outcomes. - Providing support and encouragement to team members, participating in up-skilling and training of colleagues and new staff. - Analyzing failure and ensuring operational recovery within agreed SLAs through standard procedures or ad-hoc workarounds. - Working on continuous improvement processes by analyzing recurrent incidents and designing long-term solutions, collaborating with IT on monitoring improvements. - Incident follow-up and documentation of solutions. Benefits - Opportunity to contribute to a unique tech company with cutting-edge innovation. - Fast-paced environment with opportunities for growth and development. - Diverse and inclusive global community with a collaborative atmosphere. - International locations with various advantages for a friendly and supportive work environment. Qualifications - University degree in the field of engineering, mathematics, or computer science, or equivalent experience including professional programming, testing, or technical background. This role offers a chance to join a dynamic and innovative team, working on complex problems and contributing to the success of the organization.