Application Support Engineer

About the Role

We are recruiting an Application Support Engineer based in Germany to assist in maintaining and enhancing vital software solutions used by clients throughout North America. This role bridges technical troubleshooting, client support, and practical software development to address complex application challenges effectively. Collaborating closely with customers and internal engineering teams, you will ensure dependable and high-quality software service delivery.

Key Responsibilities

• Handle and prioritize incoming customer support requests to ensure prompt and satisfactory resolution in line with service standards.
• Serve as the main technical liaison for customers, providing transparent updates, setting clear expectations, and simplifying technical jargon for understanding.
• Diagnose application problems by reviewing configurations, customer settings, workflows, logs, and code functionality.
• Interpret and analyze current codebases, documentation, and system architecture to locate root causes and implement solutions.
• Create and deploy targeted fixes using C#/.NET and React/TypeScript in production and testing setups.
• Configure and troubleshoot core application features including business logic, workflows, and environment-specific parameters.
• Escalate intricate issues to engineering teams with thorough documentation and action recommendations.
• Validate cloud environments, review software releases, and coordinate customer deployments.
• Participate in a rotating on-call schedule providing 24/7 customer support as needed.
• Document technological issues and resolutions to enhance team knowledge and efficiency.
• Proactively improve support processes to bolster product dependability and customer satisfaction.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or an equivalent field or relevant practical experience.
• Strong analytical and problem-solving abilities to assess whether issues arise from configuration, code, customer environment, or a mixture of factors.
• Proficient in reading, debugging, and modifying production C#/.NET code.
• Familiarity with React, TypeScript, or JavaScript programming.
• Experience working with SQL databases and relational data management.
• Competency in using development tools like Visual Studio or Visual Studio Code.
• Skilled at analyzing logs, tracing errors, and conducting systematic troubleshooting.
• Excellent communication skills for effective customer interactions and documentation.
• Ability to manage multiple customer issues calmly and efficiently.
• Strong sense of accountability with the drive to see issues through to resolution.
• Comfort collaborating with engineering teams and seeking assistance when required.
• Willingness to undergo background checks necessary for customer environment access.
• Availability to travel occasionally, approximately 10% of the time.

Benefits

• Competitive remuneration reflecting experience levels.
• Opportunity to work remotely.
• Comprehensive health plans supporting employee wellness.
• Access to professional growth and career development paths.
• Experience diverse, global teamwork environments.
• Exposure to cutting-edge software technologies and essential applications.
• Chance to build expertise in software engineering, cloud platforms, and customer-focused technical support.
• Work within a culture emphasizing responsibility, learning, and ongoing enhancement.