Application Support Engineer

DACHS IT

. Troubleshoot technical issues at the 2nd-level support tier for the openDesk managed service .

Posted 9/15/2026full-timeRemote • GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in 2nd-level technical support, with a strong foundation in Kubernetes for incident analysis and troubleshooting. Proficient in managing SLAs, ticketing systems, and maintaining documentation while effectively communicating with customers in both German and English.

Highest-signal resume keywords

Kubernetes TroubleshootingIncident HandlingLinux SkillsCustomer Service OrientationBusiness-Level German and English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

2nd-Level Technical SupportRoot-Cause AnalysisIncident TriageKubernetes DiagnosticsPostgreSQLMariaDBPrometheusGrafanaITIL KnowledgeTicketing Systems

Soft Skills

Clear CommunicationAnalytical ApproachPatience in TroubleshootingTeam CollaborationFeedback Reception

Tools & Technologies

OpenDeskDevOps ToolsKnowledge Base Management

Industry Keywords

Service Level AgreementsUpstream SupportOpen-Source Communities

Tech Stack

Tools & technologies

GrafanaKubernetesLinuxMariaDBPostgresPrometheus

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Experience in technical 2nd-level support or operating a complex application landscape
Solid foundational Kubernetes knowledge for diagnosing logs, events, pods, and Ingress
Experience with structured incident handling, including triage, reproduction, and root-cause analysis
Experience working with SLAs and ticketing systems
Strong Linux skills
Willingness to participate in on-call support for a 24/7 service; no shift work
Business-level German and English (C1/C2), both written and spoken
Experience with openDesk components or comparable services is an advantage
Basic knowledge of PostgreSQL/MariaDB and Prometheus/Grafana is an advantage
Experience with upstream/vendor support and open-source communities is an advantage
Basic ITIL knowledge is an advantage
Strong customer and service orientation
Excellent, clear written and verbal communication skills
Analytical, structured approach and patience when troubleshooting
Team player with a willingness to give and receive 360-degree feedback
Experience in moderation and de-escalation is an advantage
Interest in maintaining knowledge bases and documentation is an advantage

Benefits

Comp & perks

Remote-first working model with the option to work from home, a shared office, or a combination of both
Flexible working hours with a high degree of autonomy
Regular training and certifications, with costs covered and time off provided
Internal knowledge sharing and professional and methodological development
Modern hardware, suitable software, and any required equipment
Annual participation in company profits
Company car option depending on the role
30 days of annual leave, which do not expire
Group accident insurance
Regular team activities, get-togethers, workshops, and outings
Transparent feedback culture and career development discussions