Application Support Engineer (L2/L3)

Quick Facts

Application Support Engineer (L2/L3) for international customers — Prague-based support team working with on-premise and Azure deployments for passenger information systems.

Description

You will be the first point of contact for customers and own their support tickets from start to finish. This L2/L3 role involves investigating production incidents, analyzing root causes, tuning configuration, and coordinating how fixes are delivered into production. You will also install and configure the system and maintain documentation and guidance for repeat-free troubleshooting.

Responsibilities

• Handle incoming customer tickets and ensure each one is taken to completion, even if development or DevOps is involved.
• Analyze production errors and incidents; address simpler cases directly and involve developers/architects for more complex ones.
• Coordinate fixes and deployments to production, aligning with Development and planning customer windows; verify the fix after deployment.
• Escalate early and specifically by providing DevOps, Development, and Architects with enough information to resolve issues.
• Support and maintain customer environments (on-premise and Azure): updates, scheduled maintenance, checks, and upgrades.
• Serve as the main customer contact with ongoing updates; track operational performance and SLA compliance using reports.
• Install and configure the system (training will be provided).
• Write and maintain documentation and runbooks.
• Gradually participate in on-call phone duty for critical problems (voluntary and paid).

Requirements

• Reliability: take ownership of tickets and drive them to completion.
• Independence: set priorities, request help, and escalate when blocked.
• Attention to detail in tickets, documentation, and customer communication.
• English proficiency for direct customer interaction (including phone calls to a network administrator in Houston).
• Communicative Czech for team discussions and because part of internal documentation is in Czech.
• Strong IT fundamentals: server, network, web application, and database interaction.
• Basic understanding of Docker and Kubernetes concepts (containers and pods and their purpose).
• Patience to work through logs until the root cause is found.

Benefits

• Real customer ownership and responsibility for their environments.
• Collaboration in the same office with developers, architects, and DevOps—fast access to subject-matter experts.
• Support as a fast path to learn the full product, with future opportunities to move into DevOps or project teams.
• Training on the product from its creators, plus ongoing education (including English lessons).
• International customers and continuously evolving technologies.
• Flexible schedule (no time punches) and the option to work from home.
• Flat organization with direct communication with decision-makers.
• Office near Metro Petřiny, provided equipment (company phone and notebook), and amenities like coffee/tea.
• Sports and wellness activities with colleagues (floorball, football, yoga).