Technology & Operations - Application Support Engineer

Technology & Operations - Application Support Engineer Who we are looking for We are looking for a SaaS Operations Technician to become part of our SaaS Operations Team, delivering business critical operational support to our Customers core software, infrastructure, and integrations. In this role, you will act as main technical contact for key SaaS customers, taking end to end technical ownership of their environments with a strong focus on day-to-day operations, stability, and availability. Together with the Service Manager, you will plan and execute changes, upgrades, and maintenance of our software and platform, ensuring minimal risk and disruption to customers. You will also work on projects where, in cooperation with Project Managers and technical teams, you will be responsible for planning and executing tasks related to environment setup, integrations, monitoring, and software installations always with an operational mindset. You will work closely with our customers, building strong relationships, and acting as a trusted technical partner in both steady state operations and incident situations. Our aim is to deliver high availability, predictable operations, and excellent customer experience, and you will have real influence on how we optimize operational processes, tooling, and services. What you will do Take operational ownership of customer environments, ensuring availability, stability, and performance Act as the technical point of contact for assigned customers during both normal operations and incidents Provide 2nd/3rd line operational support , including incident handling, troubleshooting, and root cause analysis Plan and execute: Software upgrades and releases Infrastructure and platform changes Maintenance windows and operational change requests Monitor systems proactively, respond to alerts, and prevent incidents before they impact customers Work with: Automations and batch jobs CI/CD pipelines Integrations and interfaces Participate in operational readiness activities such as: Change reviews Post incident reviews Documentation and runbook improvements Collaborate closely with Service Managers, Project Managers, developers, and customer IT teams Drive continuous improvement by optimizing operational workflows, monitoring, documentation, and ways of working Our SaaS Operations team The SaaS Operations team is responsible for: Monitoring, alerting, and incident response Automations and batch jobs supporting stable operations Software installations, upgrades, and lifecycle management Pipeline setup and maintenance Interface and integration adjustments Technical support and operational improvements As a member of the team, you take ownership of systems and customer environments, are comfortable making decisions during incidents and changes, and actively contribute to improving operational maturity and resilience. Succeeding the Banqsoft way – Employee DNA Curiosity: We embrace the 'Why?’. It’s the spark that ignites learning, innovation, and progress Collaboration: Team players with diverse perspectives have more fun building together Competence: We're hungry for more! Ever ready for new skills and always seeking to learn Customer Focus: We're dedicated to enabling our customers' success. We deliver the benefits of technology to make a difference in society, business, and everyday life Are we a great match? To succeed in the role of SaaS Operations Technician , we believe you have: Required experience and skills At least 5–8 years of experience in IT operations, application support, platform operations, or technical service delivery Higher education in IT or equivalent relevant experience Strong operational mindset , with focus on stability, availability, and risk awareness A structured and systematic approach , committed to delivering stable, high-quality results Very good English communication skills , both written and spoken Strong ability to build and maintain customer relationships , especially in operational and incident driven situations Comfortable working in a high pace, business critical, operational environment Solid hands-on experience with: PowerShell Microsoft SQL Server (MSSQL) Windows‑based application and infrastructure environments General infrastructure and networking overview , including security concepts Knowledge of ITIL methodology , especially incident, change, and problem management Working experience with Azure DevOps and Microsoft Azure in an operational context Nice to have Experience with Elastic / ELK stack for monitoring and logging Experience participating in on-call rotations or similar operational support models If you believe this role aligns with your career aspirations, we would very much like to hear from you! Department Technology & Operations Role SaaS Technician Locations Gdansk Remote status Hybrid Employment type Full-time About Banqsoft Founded in 1994 Co-workers About 400