Application Support Engineer

Alfavox Sp. z o.o. is an experienced IT solutions provider focused on digital transformation for enterprises and institutions. They specialize in designing dedicated platforms for customer service, contact center tools, and workflow systems. Their products help companies with integrated communication, work optimization, and improving service quality. The team consists of experts in programming, UX, business analysis, and project management, delivering complex projects for both public and private sectors.

• Minimum 5 years of experience in production technical support with at least 2 years in business client SLA support.
• Good knowledge of Linux for production maintenance and diagnostics (processes, network, resources, systemd).
• Proficient in SQL and practical experience in database administration.
• Documented experience with PostgreSQL; MongoDB and MS SQL Server are desirable.
• Advanced skills in log analysis and independent production issue diagnostics under time pressure.
• Good knowledge of REST API, HTTP/HTTPS, SSL/TLS, including integration diagnostics and certificates.
• Experience conducting root cause analysis (RCA) of incidents.
• Experience with ticketing systems (e.g., Jira Service Management) and SLA-based work.
• Ability to manage tickets independently from receipt to closure while multitasking.
• Willingness to share knowledge and support less experienced team members.
• Accuracy, independence, and communication skills, including direct client contact.
• English language skills enabling technical communication (minimum B2).

Nice to have:

• Practical knowledge of Apache Tomcat and Java environments (JVM tuning, thread/heap dump analysis).
• Python or other maintenance scripting skills for automating repetitive support tasks.
• Experience with monitoring tools like Nagios, Zabbix — configuration, not just usage.
• Basic Windows Server administration.
• Experience with document conversion and processing.
• Knowledge of system security and hardening.
• ITIL principles knowledge (ITIL Foundation certificate is a plus).
• Experience with Docker and application containerization.

• Handle service requests according to SLA, including highest priority and critical incidents.
• Act as technical escalation for 1st and 2nd line support, taking over complex tickets.
• Analyze and classify incidents, failures, and application errors; assess impact and prioritize actions.
• Diagnose problems independently at application, database, integration, and infrastructure levels in complex environments.
• Perform advanced analysis of application and system logs and correlate events between components.
• Conduct root cause analysis (RCA) after critical incidents and formulate preventive actions.
• Support and maintain Linux environments.
• Maintain and optimize applications running on Apache Tomcat and Java (configuration, JVM parameters, performance diagnostics).
• Administer and diagnose PostgreSQL, MongoDB, and MS SQL Server databases, including query analysis, locks, and performance.
• Support and improve data import, export, and processing workflows; analyze data inconsistencies.
• Develop system monitoring by defining metrics, alert thresholds, and proactive anomaly detection.
• Collaborate with developers on bug analysis and fixes, preparing reproductions, diagnostic data, and recommendations.
• Create and maintain service documentation, runbooks, and knowledge base; standardize ticket handling procedures.
• Participate in testing, acceptance, and deployment of patches and new versions, including planning and post-deployment verification.
• Provide mentorship and support to junior team members including onboarding and solution review.
• Maintain direct communication with clients about ticket status and resolutions.
• Participate in scheduled on-call duties.