Senior Application Support Engineer (m/f/d) - SaaS
Support
Help us transform the world of service and deliver great experiences for our customers via better workflows, collaboration, and information sharing. USU is the leading provider of software and service solutions for IT & Customer Service Management. With over 650 employees at 10 locations across the globe, we look forward to working together to create a better service world.
You are passionate about SaaS operations, structured support processes, and solving complex technical challenges in production environments. Become part of our team and help us scale a high-performing SaaS support organization with impact.
Inspiring customers together for a better service world. Join us now!
You are passionate about SaaS operations, structured support processes, and solving complex technical challenges in production environments. Become part of our team and help us scale a high-performing SaaS support organization with impact.
Inspiring customers together for a better service world. Join us now!
Your responsibilities
- You act as the L2 escalation point for complex technical incidents and service requests from our enterprise B2B customers (via ticketing system, email, remote sessions).
- You analyze, troubleshoot and resolve application issues in our multi-tenant SaaS ITSM platform.
- You investigate logs, APIs, database queries, integrations and performance topics to identify root causes.
- You collaborate with L1 Support, DevOps and Engineering to resolve defects and improve product stability.
- Your contribution focuses on building and optimizing scalable SaaS support processes (incident, problem, change, release, SLA management).
- You help onboard and operate additional SaaS applications into a unified support model.
- Your focus is to ensure high service quality through structured documentation, knowledge base improvements, and proactive monitoring.
Your skills
- You hold a degree in Computer Science, Business Informatics, or a comparable IT-related qualification.
- You bring 3–5 years of professional experience in B2B SaaS application support (L2 or similar role).
- You have solid knowledge of production SaaS environments (Linux/Windows) and basic understanding of cloud platforms (Azure, AWS, or GCP).
- You are confident working with SQL databases, analyzing queries, and investigating data-related issues.
- You have experience troubleshooting REST APIs, integrations, and web-based applications.
- Familiarity with Docker/Kubernetes or containerized environments is a plus.
- You understand ITIL principles and structured incident & SLA management in enterprise environments.
- You are customer-oriented, communicate clearly and document work in a structured way.
- You are fluent in English (written and spoken); German is a plus.
Our benefits
- Flexible working hours and partial home office
- Meal allowance (meal voucher cash benefit)
- 25 days of vacation, plus 1 extra day for every 2 years with the company (up to 30 days)
- Option to take workation or a sabbatical
- Company events & teambuilding
- Cafeteria-style benefits budget (e.g., sports/fitness passes, training & education, internet contribution, pension savings, and more)
- Permanent contract
- Interest-free company loan
- Option to borrow a company car
- Online English and German lessons during working hours (upon interest)
Want to join our team? Please submit your CV in English.
Zusammenfassung
Standort
Brno, Prostějov
Bereich
Support
Qualifikation
Berufserfahrene
Arbeitszeit
Vollzeit
Kennziffer
4957
