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Application Support Engineer

Id Ware
IslamabadPosted 1 weeks ago
remote
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Job Description

Job Description

Every secure door, every access-controlled system, every protected environment relies on software that works - and when it doesn’t, our customers call us. ID-ware builds the software that controls who gets access to buildings, systems and sensitive environments for organizations across Europe. Our PIAM platform sits at the heart of our customers’ operations, which means when something isn’t working, they need answers fast. As an Application Support Engineer, you are the person who provides them. You will own L2 support for a diverse international client base: triaging and resolving software issues, keeping SQL databases running cleanly, and working directly with the development team when a problem runs deeper. The role is shift-based (mornings, evenings, nights, and occasional weekends) and suits someone who stays sharp under pressure, takes ownership of their ticket queue, and communicates just as confidently with a non-technical end user as with a developer. If you want a support role with real technical depth and direct customer impact, this is it. 


What you will do 
  • Provide L2 technical support to clients via phone, email, and chat-diagnosing and resolving software issues including bugs, performance problems, and configuration errors.
  • Manage and prioritize support tickets in Zendesk/Jira. Follow up with clients by call and email to ensure timely resolution within agreed SLAs.
  • Manage, maintain and troubleshoot SQL Server databases, ensuring data integrity, performance and security.
  • Administer and support web servers (IIS preferred); investigate application server issues and escalate confirmed bugs to the development team with clear reproduction steps.
  • Create and maintain support documentation, FAQs and user guides in Confluence; conduct client training sessions on ID-ware products.
  • Work on a roster-based schedule covering morning, evening and night shifts, including on-call weekend support.

What success looks like 
  • Customer SLAs are consistently met, and client satisfaction stays high.
  • Tickets are well-documented, followed through, and recurring issues are identified and flagged proactively.
  • Day-to-day operations run smoothly across all shifts, with clear handover and no unresolved priority issues left open.

Your profile

What you bring 
  • 3-4 years of experience in a technical support or application support role.
  • Strong SQL skills; hands-on experience managing SQL Server databases (data integrity, performance, security).
  • Knowledge of web servers and application servers; experience with IIS is a plus.
  • Knowledge of Windows Server administration, and networking concepts, including DNS, Active Directory, IIS,SSL and proxy servers. Experience troubleshooting server, network, and application connectivity issues is a plus.
  • Comfortable with any ticketing systems; Zendesk/Jira experience is expected; Confluence familiarity is a plus.
  • Strong verbal and written communication in English; Dutch or German is a plus.
  • A background in computer science or a related technical field.
  • Able and willing to work on a roster-based schedule including evenings, nights, and on-call weekends.
  • Nice to have experience in the PIAM industry; ITIL certification.

What do we offer?

You will join a growing, international company that is shaping the future of PIAM solutions, where Customer Operations plays a key role in (supporting informed and compliant decisions). At ID-ware, you can expect a collaborative environment with room to learn from experienced colleagues, expand your responsibilities over time, and build a strong track record in Application Support. 
 

What we offer in Pakistan 
  • Being part of a fast-growing, international organization.
  • Working in an open, supportive and inclusive environment.
  • Opportunity to grow and develop with the company.
  • Additional compensation for work performed on public holidays or weekend hours, paid separately on top of your regular salary.

What is our hiring process?

  1. Video screen with recruiter
  2. Technical Interview with Senior Technical Support Engineer including some SQL queries as a business case
  3. Final Interview with Hiring Manager (Technical Support Manager)

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About Id Ware
Application Support Engineer at Id Ware | Renata