Application Support Engineer

About the role

ID-ware is looking for an Application Support Engineer to provide L2 technical support for its PIAM platform used by organisations across Europe. You will be the first point of contact for customers experiencing software issues, ensuring rapid resolution and maintaining high satisfaction.

Key responsibilities

• Provide L2 support via phone, email and chat, diagnosing bugs, performance problems and configuration errors.
• Manage and prioritize tickets in Zendesk/Jira, ensuring SLA compliance.
• Maintain and troubleshoot SQL Server databases for data integrity, performance and security.
• Administer web servers (IIS preferred) and investigate application server issues.
• Escalate confirmed bugs to development with clear reproduction steps.
• Create and update support documentation, FAQs and user guides in Confluence.
• Conduct client training sessions on ID-ware products.
• Work a roster‑based schedule covering mornings, evenings, nights and occasional weekend on‑call.

Required profile

• 3‑4 years of experience in technical or application support.
• Strong SQL skills with hands‑on experience managing SQL Server.
• Knowledge of Windows Server administration and networking concepts (DNS, Active Directory, SSL, proxy servers).
• Familiarity with ticketing systems, especially Zendesk and Jira.
• Excellent verbal and written communication in English; Dutch or German is a plus.

Required skills

• SQL Server
• IIS (web server)
• Windows Server
• DNS
• Active Directory
• SSL
• Proxy servers
• Zendesk
• Jira
• Confluence