Application Support Analyst Level 2

We are a full-cycle software development company delivering high-performing solutions and services designed to answer the specific needs of each of our clients. We are specialized in data management web, mobile and BI applications based on Microsoft or IBM technologies, on cloud or on-premise.

What we are looking for:

• Customer and service orientation
• Full professional proficiency in English
• Other languages are always helpful, esp. German, Danish or Spanish
• 1-3 years' experience in a related field (software, IT, computer science, application support)
• Good knowledge of SQL, mainly to select data
• Good knowledge of REST APIs
• Knowledge of Microsoft Application Insights desirable
• Knowledge of Atlassian Jira desirable but no precondition
• Basic knowledge of Microsoft Azure and .NET desirable but no precondition
• Ability to work with cross-functional teams
• Strong analytical skills
• High attention to detail
• Technical understanding and take new challenges as an opportunity to learn.
We have a flat hierarchy combined with an “let’s do it!” attitude.
• Structured, responsible and solution-oriented team player

Your daily responsibilities will include:

• Receive customer issues via Jira from the 1st Level Support team
• Reproduce customer issues on the platform
• Identify the root cause of an issue via Postman JSON REST API calls, SQL queries and Microsoft
Application Insights logs
• Where possible, determine solutions and provide these to the 1st Level Support
• If required, escalate reproduced issues to Product Management or Development (= Level 3)
• Follow up on open cases internally and externally
• Keep customers / 1st Level Support informed
• Validate provided solutions
• Monitor platform status
• Help to build and improve tools to monitor the system proactively to prevent customer issues
from happening
• Work closely with Quality Assurance to make sure issues cannot happen again
• Work closely with Development and Product Management to get issues resolved and the
product, and it’s documentation, improved
• Work closely with Account Management to keep customers happy, engaged and
referenceable

What will you find at EXE Software?

• Full flexibility to work from home, office, or just about anywhere
• A friendly team willing to share their knowledge and experience
• An exciting position in an international working environment
• Financial support for professional training courses and certifications
• Gradually increased number of annual holidays from 21 to 25
• Exciting company events, team buildings and parties
• Meal tickets
• Private medical subscription
• And all you can read with Bookster!