Application Support Analyst Level 2

Job details

We are looking for somebody who will directly support the daily operations and effective performance of the business solution.
As an Application Support Analyst, you should have a good understanding of the client’s organization, their objectives and needs.

The successful candidate will ideally be an experienced and innovative support representative, who is willing to play a key role in our support team.
You will be working with modern enterprise tools including Atlassian Jira Service Management, Postman, Microsoft Azure and Microsoft SQL Server.

Your daily responsibilities will include

  • Receive customer issues via Jira from the 1st Level Support team
  • Reproduce customer issues on the platform
  • Identify the root cause of an issue via Postman JSON REST API calls, SQL queries and Microsoft Application Insights logs
  • Where possible, determine solutions and provide these to the 1st Level Support
  • If required, escalate reproduced issues to Product Management or Development (= Level 3)
  • Follow up on open cases internally and externally
  • Keep customers / 1st Level Support informed
  • Validate provided solutions
  • Monitor platform status
  • Help to build and improve tools to monitor the system proactively to prevent customer issues from happening
  • Work closely with Quality Assurance to make sure issues cannot happen again
  • Work closely with Development and Product Management to get issues resolved and the product, and it’s documentation, improved
  • Work closely with Account Management to keep customers happy, engaged and referenceable

What we are looking for

  • Customer and service orientation
  • Full professional proficiency in English
  • Other languages are always helpful, esp. German, Danish or Spanish
  • 1-3 years' experience in a related field (software, IT, computer science, application support)
  • Good knowledge of SQL, mainly to select data
  • Good knowledge of REST APIs
  • Knowledge of Microsoft Application Insights desirable
  • Knowledge of Atlassian Jira desirable but no precondition
  • Basic knowledge of Microsoft Azure and .NET desirable but no precondition
  • Ability to work with cross-functional teams
  • Strong analytical skills
  • High attention to detail
  • Technical understanding and take new challenges as an opportunity to learn. We have a flat hierarchy combined with an “let’s do it!” attitude
  • Structured, responsible and solution-oriented team player

What will you find at EXE Software?

  • Full flexibility to work from home, office, or just about anywhere
  • A friendly team willing to share their knowledge and experience
  • An exciting position in an international working environment
  • Financial support for professional training courses and certifications
  • Gradually increased number of annual holidays from 21 to 25
  • Exciting company events, teambuildings and parties
  • Meal tickets
  • Private medical subscription
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