Application Support Engineer (m/w/d)

Dachs It

3d • Remote

About The Position

We are looking for a Support Engineer for the 2nd-level support of our openDesk-Managed-Service. You are the technical escalation level behind the 1st level: you analyze disruptions, reproduce problems, find root causes, and deliver workarounds or fixes, across the entire openDesk stack. You know the openDesk components (Nubus/Keycloak, OX App Suite, Nextcloud, Collabora, Jitsi, Element/Synapse, OpenProject, XWiki) well enough to assign symptoms to the correct services, and are proficient enough at the Kubernetes level to read logs, events, and pod states. What you don't solve yourself, you escalate cleanly documented to the DevOps Engineers or the upstream. You work SLA-driven, communicate clearly and empathetically with customers, and maintain an overview even in critical situations. Since we operate a 24x7 service, on-call duty is an integral part of the role (no shift work). In an organization with 360-degree feedback, you contribute openly.

Requirements

• Experience in technical 2nd-level support or operation of a complex application landscape.
• Solid basic Kubernetes knowledge for diagnostics (logs, events, pods, ingress).
• Structured incident handling: triage, reproduction, root-cause analysis.
• Experience with SLA-driven work and a ticketing system.
• Good Linux knowledge.
• Willingness for on-call duty (24x7 service, no shift work).
• German and English at business level (C1/C2) in speaking and writing.
• Distinct customer and service orientation, even under pressure.
• Very good, clear communication in speaking and writing.
• Analytical, structured approach and patience during troubleshooting.
• Teamwork and willingness to give and receive 360-degree feedback.

Nice To Haves

• Experience with openDesk components or comparable services (groupware, Nextcloud, videoconferencing, wiki/PM tools).
• Basic knowledge of databases (PostgreSQL/MariaDB) and reading metrics/dashboards (Prometheus/Grafana).
• Experience with upstream/manufacturer support and open-source communities.
• Basic ITIL knowledge (Incident/Problem Management).
• Moderation and de-escalation experience.
• Enjoyment of maintaining knowledge base and documentation.

Responsibilities

• Take over tickets from 1st level: triage, reproduction, root-cause analysis, and workarounds.
• Analyze disruptions across openDesk components and at the Kubernetes level (logs, events, pod/ingress diagnostics).
• Work SLA-driven, prioritize by impact, and document solutions and known issues.
• Escalate cleanly to DevOps Engineering, Architect/Tech Lead, or the openDesk upstream and accompany the solution.
• Communicate understandably and empathetically with customers, both in writing and orally, and de-escalate in critical situations.
• Maintain and improve the knowledge base (runbooks, FAQs) and provide feedback to product and engineering.
• Participate in on-call duty for 24x7 operation with the team.

Benefits

• Remote-First as a lived model
• Flexible working hours with personal responsibility
• Exciting projects instead of routine tickets
• Further education, certifications & knowledge exchange
• Modern equipment & work environment
• Attractive conditions (fair fixed salary, annual profit sharing, option for company car depending on role)
• Transparent feedback culture & development
• Health, leisure & security (30 days of vacation, additional insurance, e.g., group accident insurance)
• Team culture & shared experiences

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed