Customer Support

• Investigate escalated incidents using logs, SQL queries, and diagnostic tools.
• Provide effective workarounds to restore service quickly.
• Develop permanent fixes and implement improvements to prevent recurrence.
• Identify underlying problems behind recurring incidents.
• Conduct and document structured RCAs for critical or repeated issues.
• Manage the lifecycle of problems until permanent resolution is achieved.
• Work closely with System Support Managers, DBAs, and L3/L4 teams.
• Prepare clear and detailed technical escalations for complex bugs or architectural issues.
• Validate fixes thoroughly in staging/UAT environments to ensure reliability.
• Create automated tests (unit/integration) to prevent regressions.
• Support and mentor L1 teams with training, documentation, and technical guidance.

Application Support Specialist – L2

Customer Service and Order Management Specialist, German Speaker