Application Support Manager (L1/L2)

Quick Facts

• Role: Application Support Manager (L1/L2)

• Focus: Technical and application support, incident handling, diagnostics, escalation

Description

Provide technical and application support to customers via phone and email, including resolving software-related operational incidents. Diagnose issues using logs and perform basic system configuration, assess incident severity and priority, and escalate complex cases with high-quality technical handover. Maintain clear, customer-friendly communication and contribute to continuous improvement of technical support processes, including scheduled evening and weekend coverage.

Responsibilities

• Technical and application support for customers (phone, email)

• Resolve operational incidents related to software and technical devices

• Diagnose issues, work with logs, and perform basic system configuration

• Evaluate incident severity and set priorities

• Identify cases needing deeper technical analysis and escalate appropriately

• Prepare solid technical documentation/submissions for follow-up specialists and development

• Manage cases in a ticketing system and keep documentation up to date

• Collaborate with colleagues in Czechia and internationally

• Participate in setting up and improving technical support processes

Requirements

• Proven experience in application support/technical support/IT support or incident management

• L1/L2 support experience and ability to independently handle technical customer requests

• Ability to understand applications/systems, work with configuration, and find the root cause of user/operational issues

• Understanding of software environment and basic software–hardware relationships

• Experience with ticketing or incident management systems

• Ability to describe problems in a structured way for escalation to specialists

• Strong priority management and ability to stay organized while handling multiple requests

• Communicative and able to explain technical topics clearly to customers

• English for everyday communication with international colleagues and management

• Native-level Czech

• Willingness to work flexible hours including evenings and weekends

Benefits

• 5 weeks of vacation

• Flexible working hours

• Subsidized meals

• Contribution to pension savings

• Company laptop and mobile phone

• Thorough onboarding and training in the product and technical environment

• Collaboration with international colleagues and technical specialists

• Independent role with high responsibility and influence over the support function