App Support Engineer (L2/L3) | Praha 4 | Onsite | English Only

We are hiring Application Support Engineers (L2/L3) to join a growing team in Prague. This is a customer-facing role focused on supporting enterprise applications for external clients. This is not classic IT/helpdesk support—you will work with application issues, integrations, environments, and customer operations under SLA-driven processes.

Location: City Tower, Prague 4 – Pankrác
Type: Full-time (FTE)
Work model: Onsite during normal hours + on-call shifts from home office
Languages: English is enough and Czech, German, French, Italian - highly valued

Popis pozice

As an Application Support Engineer, you will provide hands-on technical and functional support for Made4net applications, ensuring stable customer operations and successful integrations. You will support both live customers and implementation activities, working closely with global support, IT, engineering, and project teams.

The role reports to a local Support Leader and is part of a global follow-the-sun support organization delivering extended and 24/7 coverage through regional collaboration.

Key Responsibilities

• Provide day-to-day application support via ticketing system, email, phone (and WhatsApp when needed)
• Troubleshoot and resolve application, integration, and environment issues in line with SLAs and escalation procedures
• Support customer implementations (configuration, cutovers, upgrades, go-live)
• Participate in remote and onsite hypercare during and after go-lives (travel may be required)
• Collaborate with customers, project managers, internal support, and engineering teams to ensure successful deployments
• Perform periodic customer follow-ups on system status and ongoing needs
• Participate in rotating on-call coverage (evenings, weekends, holidays) within the global 24/7 support model

On-Call / Shift Coverage

• Follow-the-sun model, occasional weekend shifts:
  • Saturday: 06:00–14:00
  • Sunday: 08:00–16:00
• Standard 8-hour workday on weekdays
• On-call is infrequent (approximately once per month) and will decrease further as the team grows

Požadavky

Required Qualifications

• Experience supporting Windows workstation and server environments
• Experience with web environments/technologies (browsers, IIS)
• Working knowledge of SQL Server and database-driven applications (writing queries and understanding data)
• Experience supporting external customers (customer-facing support, SLA awareness, escalation communication)

Nabízíme

• Opportunity to work on challenging, impactful projects in a growing global company.
• Access to ongoing learning and development opportunities.
• Company-provided laptop and mobile phone.
• International environment - English speaking culture