Application Support Engineer

Craftware is a technology company of over 500 experts, empowering large organizations to solve complex business challenges with modern IT solutions - from sales systems and automation to data platforms and AI. We operate where technology must be reliable, secure, and scalable. We deliver end-to-end projects: from analysis and architecture through implementation to development and maintenance. We are a trusted partner of industry leaders such as Salesforce, Veeva, UiPath, and Databricks.

Model: remote

Engagement: full-time

About the role

We are looking for an experienced Application Support Engineer to join our team responsible for the maintenance, development, and support of our Client's key business systems.

We're looking for a flexible and inquisitive person with a strong technical bent - someone who doesn't just "put out fires," but can thoroughly analyze how systems work (tech analysis), ensure a smooth change deployment process, and act as a discussion partner for engineering teams and Site Services.

Important: We care about having a broad range of competencies within the team, so you don't need to meet 100% of the requirements below. If you have solid IT Support fundamentals and experience in at least one or two of the listed areas/tools, we'd be happy to talk to you!

Responsibilities

• Analysis and technical support: Independent technical analysis of system issues, diagnosing and resolving incidents in the area of business applications and pension/payroll & HR systems.
• Deployment and change management: Overseeing and planning deployment processes (releases, fixes, patches) in test and production environments.
• Coordination and collaboration: Close cooperation with the Site Services team - instructing on technical tasks, substantive discussion, and jointly resolving complex issues.
• Windows & DB environment engineering: Maintaining and supporting applications running in a Windows Server environment and working with MS SQL databases.
• Documentation and standards: Creating and updating technical documentation (Runbooks, SOPs, Disaster Recovery Plans) and working in accordance with standard ITIL procedures (Change & Incident Management).

Requirements

• Experience in an Application Support / Systems Support Engineer role (L2/L2+ level).
• English language skills - working in an international team.
• Very good knowledge of Windows Server (administration, configuration, maintenance).
• Good knowledge of MS SQL Server (management, configuration, basic queries, and database troubleshooting).
• Practical knowledge of Incident & Change Management processes (familiarity with ServiceNow or similar ITSM tools is a plus).
• Understanding of the deployment lifecycle (Release & Deployment Management) in test and production environments.
• Experience creating SOPs, DRPs (Disaster Recovery Plans), and technical instructions (Runbooks).
• Strong analytical thinking, flexibility, excellent communication, and the ability to use precise technical language.

Nice to have

We don't expect knowledge of all of the systems below - experience with any of them will be valued:

• HR / Payroll & Mobility systems
• Experience supporting systems in the areas of: Pensions, Payroll, Time & Benefits, Time Management, Stock / Equity, or Global Mobility.
• Specialized application tools:
• Practical knowledge of or experience supporting tools such as: CaseIQ, Peeps, Whisply, or Curayo.

We offer

• B2B contract (up to 100 PLN net/h + VAT)
• Fully remote service delivery
• Broad range of projects (internal, international) - genuine variety of clients and tasks
• Budget for skills development and certifications as part of the collaboration
• Regular collaboration reviews and discussion of project scope
• Additional benefits available as part of the collaboration
• Networking and team-building events for project teams