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Support Engineer at Infoplus Technologies UK Limited

Berlin, Berlin, Germany -

Full Time

Start Date

Immediate

Expiry Date

17 Dec, 26

Salary

110000.0

Posted On

18 Sep, 26

Experience

8 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Industry

Information Services

Description

Must‑Have Qualifications5+ years in application/production support with L2/L3 ownership.
Hands‑on Appian support (health checks, deployments, logs, process/integration troubleshooting).
AWS operations proficiency (EC2, RDS, S3, VPC, IAM, CloudWatch, backups, patching, alarms).
Strong SQL and data troubleshooting; familiarity with ETL/data pipelines and API integrations.
Experience with ITIL processes (Incident/Problem/Change), on‑call, and SLA-driven environments.
Tools: ServiceNow/Jira, Confluence, Git, Jenkins/GitLab, Postman, Splunk/ELK/CloudWatch Logs.
German B2/C1 and English communication skills.
Nice‑to‑HaveAppian Certified Associate/Designer (or higher).
AWS Certified Solutions Architect – Associate (or similar).
Scripting/automation with Python or Bash; Terraform/CloudFormation basics.
Exposure to Appian Cloud operations, Kubernetes/EKS, Prometheus/Grafana, or DataOps.
Knowledge of security controls (network/firewall/IAM), SSO/SAML/OAuth, and vulnerability remediation.
EducationBachelor’s in computer science, Information Technology, or equivalent experience.
Work ConditionsShift window: EU business hours with flexibility for releases; on‑call rotation for P1/P2 incidents.
Occasional travel to customer sites (as required).
KPIs / Success MeasuresMTTR reduction and SLA adherence.
Decrease in repeat incidents via problem management.
Change success rate and zero‑defect releases.
Improved system performance and cost efficiency on AWS.
Positive stakeholder satisfaction (CSAT/NPS).

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Responsibilities

Key Responsibilities:Support, investigate, and troubleshoot issues involving SMTP, DNS, TLS, authentication, filtering, and networking in a Linux-based environment
Handle complex customer cases and act as a senior escalation point
Coordinate incident response, communication, and resolution
Work with engineering and infrastructure teams on root-cause analysis and service improvements
Create technical documentation and mentor junior staff