Application Support Engineer

About the Company

KUBA is a member of the ICM Mobility Group, which has focused on ticketing solutions for the past 35 years. From the beginning, we have been passionate about enhancing the passenger experience, continuing to innovate and lead the design, implementation, and operation of advanced solutions.

At KUBA, we believe that ticketing should be reliable, straightforward, and secure. This is why we offer Ticketing-as-a-Service (TaaS). KUBA's simplified, efficient, and scalable platform provides a modern solution to a traditional problem. Our range of Plug and Play systems allows for rapid deployment and adapts perfectly to the changing needs of operators.

With clients across the globe and offices in London, Johannesburg, Rome, and Besançon, we are an international company with a truly global vision.

To support our growth and strengthen our customer service, KUBA is seeking an Application Support Engineer.

Job Overview

The Application Support Engineer is responsible for providing technical support to all clients (both internal and external) in handling incidents within Tier 2 and Tier 3 support. The role involves offering technical assistance to our clients and delivering tailored solutions to their incidents. When necessary, the engineer will escalate incidents/problems to the development team and/or other relevant departments.

Main Responsibilities:

• Manage incidents in compliance with ITIL processes—from tier 2 handling through to satisfactory resolution.
• Communicate internally and externally and regularly inform the client and relevant stakeholders about the progress of incident resolution.
• Ensure adherence to SLAs and KPIs to minimize the risk of penalties for the company.
• Maintain and document an internal knowledge base to facilitate skill transfers within the department and help tier 1 staff access this information when applicable.
• Oversee the installation, configuration, and preventive maintenance of our clients' systems to assist them in line with our contractual obligations and to meet system performance goals.
• Uphold all company procedures and guidelines, including those related to incident, problem, change, and release management—ensuring all support team members are aware of and adhere to these procedures.
• Collaborate closely with all development teams and ensure proper information dissemination across all teams.
• Ensure proper use of the group's customer support systems and that alerts/incidents are managed correctly—to provide a high level of customer satisfaction and limit the number of incidents with resolution times not aligned with client performance expectations.
• Utilize reporting tools appropriately, ensuring incident management aligns with established procedures.
• Act as a member of the Global community and actively participate by making suggestions to enhance overall quality and efficiency of customer service based on experience.

Skills & Qualifications

Essential:

• Knowledge and hands-on experience with application tools relevant to this position, such as SQL, Windows Server, Linux, Oracle, etc.
• Ability to work independently and take initiative, as well as team collaboration skills.
• Capable of resolving incidents and problems through an analytical approach.
• Organizational skills and ability to prioritize.
• Strong written and verbal communication skills.
• Proficiency in MS Office and similar tools.

Preferred:

• ITIL knowledge (ITIL certification is a plus).
• Database administration skills.
• Awareness of software development.
• Knowledge of other European languages.

Knowledge & Experience

Essential:

• Proven experience in a similar role within a support environment for at least 2 years (5 years preferred).

Preferred:

• Familiarity with third-party applications (e.g., Splunk, UCD, etc.).