Support Engineer

About the role

PiA delivers custom IT business solutions and managed services, especially in Business Support Systems, and is looking for a Support Engineer to keep its production systems running stably and securely. The engineer analyzes issues using logs, metrics and alerts, resolves them within SLA targets and escalates to higher-level teams when needed, owning incident and problem management end to end, including root cause analysis and permanent fixes.

Key responsibilities

• Monitor production systems and respond quickly to alerts and incidents
• Troubleshoot issues using logs, metrics and dashboards (Datadog, Grafana)
• Resolve incidents within SLA targets and continuously reduce MTTR
• Perform RCAs and drive permanent solutions with development and infrastructure teams
• Escalate complex issues to L3 / development teams with clear context
• Communicate incident status clearly and on time to stakeholders
• Maintain runbooks and documentation in Confluence and track tickets in Jira (and Remedy, where applicable)

Required profile

• Hands-on experience in production or application support
• Solid understanding of microservices architecture
• Strong problem-solving and communication skills, with a calm approach under pressure
• Good command of English (interview in English)
• Nice to have: experience with BMC Remedy, familiarity with ITIL, and on-call or 24/7 support experience

Required skills

• AWS, Docker and Kubernetes
• Datadog and Grafana
• SQL, MySQL, PostgreSQL and MongoDB
• Python, Java and JavaScript (reading, debugging and scripting)
• Kafka and Postman
• Jira and Confluence; advanced MS Office
• Nice to have: GitHub Actions, Jenkins, ArgoCD, Keycloak, Camunda, OpenAI APIs

What we offer

• Private health insurance
• In-company training
• Transportation and meal support
• Flexible work hours
• Free breakfast and snacks in the offices

Applications are made through LinkedIn, followed by a first interview and then a technical interview; a decision is given within 14 days of the interview.