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