Application Support Engineer H/F Kuba Pay Ltd

Job Overview

The Application Support Engineer is responsible for providing technical support to all clients (both internal and external) in handling incidents within Tier 2 and Tier 3 support. The role involves offering technical assistance to our clients and delivering tailored solutions to their incidents. When necessary, the engineer will escalate incidents/problems to the development team and/or other relevant departments.

Main Responsibilities:

- Manage incidents in compliance with ITIL processes-from tier 2 handling through to satisfactory resolution.
- Communicate internally and externally and regularly inform the client and relevant stakeholders about the progress of incident resolution.
- Ensure adherence to SLAs and KPIs to minimize the risk of penalties for the company.
- Maintain and document an internal knowledge base to facilitate skill transfers within the department and help tier 1 staff access this information when applicable.
- Oversee the installation, configuration, and preventive maintenance of our clients' systems to assist them in line with our contractual obligations and to meet system performance goals.
- Uphold all company procedures and guidelines, including those related to incident, problem, change, and release management-ensuring all support team members are aware of and adhere to these procedures.
- Collaborate closely with all development teams and ensure proper information dissemination across all teams.
- Ensure proper use of the group's customer support systems and that alerts/incidents are managed correctly-to provide a high level of customer satisfaction and limit the number of incidents with resolution times not aligned with client performance expectations.
- Utilize reporting tools appropriately, ensuring incident management aligns with established procedures.
- Act as a member of the Global community and actively participate by making suggestions to enhance overall quality and efficiency of customer service based on experience.

Skills & Qualifications

Essential:

- Knowledge and hands-on experience with application tools relevant to this position, such as SQL, Windows Server, Linux, Oracle, etc.
- Ability to work independently and take initiative, as well as team collaboration skills.
- Capable of resolving incidents and problems through an analytical approach.
- Organizational skills and ability to prioritize.
- Strong written and verbal communication skills.
- Proficiency in MS Office and similar tools.

Preferred:

- ITIL knowledge (ITIL certification is a plus).
- Database administration skills.
- Awareness of software development.
- Knowledge of other European languages.

Knowledge & Experience

Essential:

- Proven experience in a similar role within a support environment for at least 2 years (5 years preferred).

Preferred:

- Familiarity with third-party applications (e.g., Splunk, UCD, etc.).

In 2019, we launched Kuba to bring a fresh idea to the mobility payments space. Our cloud-based mobility platform provides an engine for fare collection technologies, including account-based ticketing, contactless payments and Mobility-as-a-Service. With open architecture enabling layers of integration, it answers transit agencies' needs now and in the future.

What drives us is a simple motive to do the right thing. On behalf of our customers, who are the cornerstone of our success. And for the world, which we strive to leave in a better place than we found it. We work hard to improve mobility experiences -- and we reap the reward of making a positive impact on our customers' businesses, the environment and communities.