Application Support Engineer L1 / L2
New
Warszawa, Kraków, Wrocław, Poznań, Gdańsk, Country code: PL, 08:00–18:00 shift modelFull-TimeSenior
Salary21,700 - 24,800 PLN per month
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Job Details
- Languages
- German B2, English B2
- Required Skills
- SQLServiceNow
Requirements
- Strong German B2+/C1 and English B2+.
- Strong experience in L1/L2 application/production support in enterprise environments (web applications/services).
- Solid incident management skills: ticket ownership, prioritization, stakeholder communication, and documentation discipline.
- Familiarity with ITSM/ITIL processes (incident/problem/change); experience with ServiceNow (or similar) is a plus.
- Basic diagnostics capability: logs/monitoring; ability to run/understand basic SQL for investigation is an advantage.
- Willingness to work shifts and occasional weekend/on-call during rollouts.
- Automotive domain experience nice to have; DMS/dealership operations experience strongly preferred.
Responsibilities
- Provide L1/L2 production support for DMS-related web applications and services: incident triage, user communication, and resolution within SLA.
- Handle functional troubleshooting across dealership workflows (e.g., Sales, Service, Parts, Accounting) and coordinate with technical teams for deeper fixes.
- Perform evidence-based diagnostics: logs, monitoring dashboards, reconciliation checks, and basic SQL queries where applicable.
- Maintain and continuously improve SOPs/runbooks/KB articles; ensure high-quality ticket documentation and handovers.
- Coordinate escalations to L3/vendors when required; track issues to closure and communicate status clearly to stakeholders.
- Support releases/rollouts and production cutovers; work in a shift model (08:00–18:00) with occasional weekend/on-call coverage during rollouts.
- Drive recurrence reduction by contributing to RCA inputs and preventive actions (process or configuration improvements).
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