2nd Level Application Support Engineer

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Global Blue invented the concept of Tax Free Shopping almost 40 years ago and is now the worldwide industry leader, enhancing the Globe Shopper experience and creating value for retailers and partners through a range of products and services. Global Blue's Tax Free Shopping solutions allow thousands of retailers, including most of the world's leading luxury, fast fashion and department store brands, to quickly and securely offer Globe Shoppers savings of up to 20% when shopping in 305,000 stores around the world. Global Blue's IT headquarters is located in Vienna.


2nd Level Application Support Engineer

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Application Support Engineer, Validation and Refunding

Nature and aim of the position
The holder of this position is responsible for supporting all Global Blue business applications assigned - validation and refunding related and has to ensure that the tasks assigned to him/her are fulfilled with high quality and short delivery time.
As part of the application support team the position cooperates with internal departments and external vendors to constantly improve the delivery of Global Blue's business applications.

Main duties and responsibilities

  • providing 2nd level support for the assigned IT services, resolving assigned incidents/requests within SLA
  • maintaining effective communication channels with all parties involved
  • initiating and driving problem management activities in order to permanently remove incident root causes
  • cooperating with external vendors and internal departments who act as 1st, 2nd (other 2nd level departments) and 3rd level support
  • provide procedures, check lists and other documents for GBT Service Center (1st level support) and other stake holders (feed the solutions and known errors database)
  • plan, document and perform changes and extensions for the services managed
  • deploying software releases to production and non-production environments using automation tools
  • constantly improving Global Blue team supported services in terms of availability, capacity and efficient resource utilization and performance
  • providing on-call duty for a broad range of IT services as part of a team schedule
  • defining and requesting monitoring options (SCOM) and define and leverage operational management tools (SPLUNK)

Reporting and collaboration

The holder of the position reports directly to the Service Delivery Manager, Validation and Refunding. The position is based in Vienna and could require sporadic travelling. The position requires close collaboration within the Infrastructure and Operations teams, the respective CAS and REX Unit of Value teams and has dependencies within GBT.

Profile and education

  • relevant IT and/or business administration related education concluded
  • customer service oriented
  • operational "hands-on" attitude
  • good understanding of and proven efficiency in:
  • business processes and applications
  • SQL query tools
  • reporting tools
  • basic scripting and/or programming skills:
  • broad-based general IT competence
  • strong analytical, problem-solving and organizational skills
  • independent and self-motivating personality
  • high quality standard levels
  • excellent English language skills (oral & written)
  • excellent verbal and written communication, interpersonal and team skills, including the ability to work effectively with multinational contacts
  • ability to manage and respond to changes in priorities

Specific skills and knowledge

  • minimum 2-4 years of professional experience in a similar application support role
  • hands on experience in supporting business applications in large or medium scale environments
  • experienced with load balancers or high availability concepts
  • basic skills in web server administration, understanding of web services and service oriented architecture
  • experience in collaboration with software development teams or outsourcing contractors
  • proven ability to work in a matrix organization with teams distributed in different time zones
  • work experience within an international environment (desirable)
  • good database know how of MS SQL
  • desirable: ITIL certification


Flexible working time


Good location close to public transport

Wellbeing, company doctor, meal vouchers

Referral bonus

Challenging job

International environment

Team building, party and events

As required by Austrian federal law, we hereby state that the legal annual minimum compensation according to the Austrian collective agreement amounts to EUR 28.237,16 gross. However, the total compensation package is market-oriented and will be subject to individual agreement based on your professional and personal qualifications.

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