DACHS IT

Application Engineer

• Troubleshoot technical issues at the 2nd-level support tier for the openDesk managed service
• Take ownership of and triage tickets escalated from 1st-level support
• Reproduce issues, perform root-cause analysis, and provide workarounds or fixes
• Analyze incidents across the openDesk stack and at the Kubernetes level, including logs, events, and pod/Ingress diagnostics
• Prioritize work based on impact and SLAs, and document solutions and known issues
• Escalate clearly to DevOps Engineering, the Architect/Tech Lead, or openDesk upstream teams, and support the resolution process
• Communicate clearly and empathetically with customers and de-escalate critical situations
• Maintain and improve the knowledge base, runbooks, and FAQs
• Provide feedback to Product and Engineering teams
• Participate in on-call support for 24/7 operations
• Collaborate with 1st-level support, DevOps Engineers, Architects/Tech Leads, and upstream support teams

Application Support Engineer

DevOps Engineer

• Take responsibility for the technical operation of the openDesk managed service
• Deploy and update openDesk components via Helmfile/Helm-Diff using GitLab CI
• Manage releases and patches
• Deploy supporting services via GitOps wherever possible
• Operate databases using CNPG and the MariaDB Operator, including backup/restore, point-in-time recovery, and upgrades
• Manage application-specific secrets via ExternalSecrets connected to OpenBao
• Monitor the application with application-specific metrics and alerting rules, and contribute to defining SLIs/SLOs
• Operate supporting services such as Redis/Memcached, object storage, mail infrastructure, ClamAV/ICAP, and Coturn
• Troubleshoot and debug openDesk components and the Kubernetes layer
• Document runbooks
• Automate operational and deployment tasks
• Work at the interface with the Platform team
• Participate with the team in the on-call rotation for 24/7 operations

Application DevSecOps Engineer

Full-stack Engineer

• Responsibility for the technical direction of the managed service
• Design of the target and deployment architecture for multi-tenant openDesk SaaS operations across multiple Kubernetes clusters
• Definition of engineering standards and documentation of technical decisions as ADRs
• Conducting design and code reviews
• Designing the Helmfile-based openDesk deployment with 35+ Helm charts, Helm-diff, and environments/values
• Managing delivery through GitLab CI and GitOps for supporting services
• Responsibility for the database concept using CNPG for PostgreSQL and the MariaDB Operator, including backup/restore and PITR
• Responsibility for secret management via ExternalSecrets with OpenBao
• Definition of the application-side monitoring and alerting concept using the Prometheus ecosystem, Thanos, and Loki
• Responsibility for technical ISO 27001 compliance based on BSI IT-Grundschutz, including security contexts, technical controls, and evidence
• Designing and technically embedding ITIL processes for incident, problem, change, and release management
• Integrating CI/CD into change management
• Defining interfaces with the Platform Team and making build-versus-buy decisions
• Mentoring DevOps, rollout, and support engineers
• Participating in the on-call rotation

Application Support Engineer

Application DevSecOps Engineer

Application Architect, Tech Lead