Application Support Engineer (L2) / IT Support Engineer

Quick Facts

• Role: Application Support Engineer (L2) / IT Support Engineer
• Level: L2 application/technical support

Description

You will provide L2 application support for information systems used by airports and other major transport hubs worldwide. The role focuses on end-to-end handling of customer requests and incidents, including technical analysis in production, log-based troubleshooting, and application installation/configuration across on-premise and cloud environments. You will also coordinate fixes with developers and DevOps while managing priorities, escalations, and SLA commitments.

Responsibilities

• Independently resolve customer requests and incidents at L2
• Own assigned tickets from acceptance to resolution
• Perform technical analysis in production environments
• Work with logs and identify error causes
• Install, configure, and support applications
• Support systems running on on-premise and in the cloud
• Perform basic diagnostics of Linux and Windows servers
• Use Docker and Kubernetes technologies
• Communicate with international customers and provide updates on solution progress
• Coordinate fixes with developers, DevOps specialists, and project managers
• Manage priorities, escalations, and customer SLAs
• Create and maintain technical documentation
• Participate in paid on-call for critical incident resolution

Requirements

• Practical experience in application or technical support, ideally at L2
• Experience with a ticketing system and independent incident handling
• Ability to take ownership of tickets and drive them to completion
• Practical orientation in Linux and Windows servers
• Experience with installing and configuring applications
• Basic to intermediate knowledge of Docker and Kubernetes
• Awareness of servers, networks, virtualization, databases, and cloud environments
• Experience communicating with customers on the vendor/IT solutions side
• Calm, factual communication during critical incidents
• Very good Czech and English for daily communication with international customers
• Independence, diligence, and ability to determine priorities correctly
• Not required to be a DevOps specialist or expert in all technologies, but you must work with them practically and be able to orient yourself in technical problems independently

Benefits

• Employment options: HPP or B2B (IČO)
• Hybrid work: ~3 days in the office and 2 days from home
• Work on a product used by dozens of airports worldwide
• International customers and technically diverse environment
• Direct collaboration with developers, DevOps, architects, and project managers
• Product onboarding and opportunity for further technical growth
• Real opportunity for career progression with the expanding team
• Flexible working hours, company laptop and phone
• English lessons and additional company benefits