support engineer for a regulatory platform

The customer operates in environmental services, scientific expertise, and technology. It provides environmental monitoring, research, and data analysis to help organizations address operational and sustainability challenges. The project modernizes a regulatory software platform used by a trade supervisory authority, including system consolidation, ongoing support, and exploration of AI and low-code capabilities.

• Act as the single point of contact for client incidents and requests by phone and email
• Register requests in the self-hosted ticket system in German, collect missing details, and classify severity as A, B, or C
• Perform initial analysis by reproducing issues, checking application logs, and distinguishing application from infrastructure causes
• Route tickets to developers, DBA, or DevOps, track resolution, and keep the client informed
• Meet response times: A (system down) by the start of the next business day, B (impaired) within 48 hours, and C by agreement
• Handle technical and functional user questions forwarded by the client
• Support monthly component and patch checks, bi-weekly log reviews, and the monthly client report
• Maintain the knowledge base and ticket documentation
• Prepare time records for monthly billing

• At least 2 years of experience in 2nd-level application support for web-based business applications
• Hands-on experience with ticket systems such as Jira Service Management, OTRS/Znuny, or Redmine, and incident management (ITIL basics)
• Basic knowledge of SQL (Oracle), log analysis, and Java/Spring Boot web applications
• Basic Windows Server and Linux administration skills
• Understanding of VPN-based remote access and SSO/Keycloak concepts
• Awareness of GDPR and secure handling of personal data
• English at Upper-Intermediate level or above
• German at Upper-Intermediate level or above
• Будет плюсом: Experience with German public-sector clients (Behörden) and BSI IT-Grundschutz, experience in ISGA-like domains such as case management and inspection/supervision systems, ITIL Foundation certificate

• Opportunity to earn up to an additional 1,000 EUR per month, depending on expertise; this is included in the annual bonus and earned through participation in company activities
• Professional, financial, and career growth opportunities
• Mentoring and onboarding systems for each new employee
• Access to the corporate training portal and its regularly updated knowledge base
• Corporate events and amenities, including parties, pizza days, PlayStation, fruit, coffee, snacks, and movies
• Certification compensation (AWS, PMP, etc.)
• Referral program
• Private health insurance and sports compensation, depending on the type of employment