Senior Application Support Engineer (CSKM)

Quick Facts

• Role: Senior Application Support Engineer (CSKM)

• Support scope: First/second-level technical support for USU Customer Service Knowledge Management (CSKM)

• Environments: SaaS and on-premises (enterprise B2B)

Description

Provide first- or second-level technical support for CSKM solutions deployed in SaaS and on-premises enterprise environments. Analyze, diagnose, and resolve application issues across modules such as Knowledge Base, Knowledge Center, Knowledge AI Agents, and Knowledge Self-Service. Investigate logs, APIs, database queries, and integrations (e.g., CRM, ticketing, chat, and voice systems) and collaborate with Product Management, DevOps, and Engineering to improve stability.

Responsibilities

• Deliver first/second-level technical support via ticketing, email, and remote sessions

• Troubleshoot application issues across multiple knowledge and self-service modules

• Perform root-cause investigation using logs, APIs, database queries, and integrations

• Coordinate with Product Management, DevOps, and Engineering to fix bugs and improve product stability

• Support customers with onboarding, configuration, and content-related questions before and after launch

• Document known issues, contribute to the internal knowledge base, and improve support and self-service processes

• Monitor system health and proactively alert on potential issues

Requirements

• Bachelor’s degree in Computer Science/Business Informatics or comparable IT qualification, or equivalent practical experience

• 1–3 years of experience in application or technical support (preferably enterprise software in SaaS and/or on-premises)

• Strong understanding of web applications

• Basic knowledge of SQL, REST API, and system integrations

• Experience with both SaaS and on-premises installations, plus basic Windows/Linux knowledge

• Experience with knowledge management, customer service, or CRM/ITSM platforms is an advantage

• Familiarity with ITIL and structured incident/SLA management

• Customer-focused communication and structured documentation

• Strong listening and problem-solving collaboration with customers and colleagues

• Fluent English (spoken and written); German is an advantage

Benefits

• Hybrid/partial home office and possible full remote option

• Modern office environment and team benefits

• Meal allowance via meal vouchers

• 25 vacation days, plus an extra day for every 2 years worked up to 30 days

• Workation or sabbatical options (digital nomad support)

• Company events and team-building activities

• Cafeteria benefits system (sports, education, internet contribution, pension, etc.)

• Indefinite-term contract

• Interest-free company loan

• Option to rent a company car

• Opportunity for online English/German lessons during working hours