Application Support Engineer

Description

Job Summary: We are looking for a Technical Application Support Analyst to act as a bridge between support and engineering, investigating and resolving demanding technical cases on a market-leading IoT platform. Key Highlights: 1. Bridge between support and engineering on a leading IoT platform 2. Growth in autonomy and responsibility 3. In-depth investigation of technical incidents **About Us** Since 2014, Elecctro has developed **VendIoT**, an IoT platform managing vending machines, electric vehicle chargers, smart refrigerators, automatic car washes, kiosks, kiddie rides, and other equipment across Portugal and Spain. We are the market leader in Portugal and serve over 500 clients, manage more than 40,000 devices, and process 350 million transactions. We connect machines to payment methods, invoicing, telemetry, and custom integrations with our clients’ systems. **Your Mission** You will be the bridge between support and engineering. You won’t be alone: you’ll work side by side with both teams. You’ll handle the most technically demanding cases, understand what lies behind each symptom, and drive each ticket to resolution. This is not script-based helpdesk work—it’s technical application support involving logs, SQL, APIs, payment flows, and integrations, within a distributed production system. **The Team** * A support team at your side; you’re the technical liaison to engineering, who collaborates with you on deeper cases and ensures coverage during your absences. * Support here is not a dead-end: when the issue is code-related, you document the case with the evidence you’ve gathered, hand it off to development, and track its resolution. * Growth in autonomy, responsibility, and salary—paced by your demonstrated capabilities. **What You’ll Do** * Manage support tickets in Jira from start to finish: triage, prioritization, investigation, resolution or escalation, and customer response. * Investigate incidents related to payments (authorizations, cancellations, charges), invoicing, telemetry, communication with machines (e.g., vending machines, EV chargers), and custom integrations with clients’ systems. * Analyze logs and data in PostgreSQL to reconstruct events—from failed sales to exports that didn’t run. * Perform controlled production operations (e.g., merchant and payment method configuration, permission management, data corrections, bulk operations), always using internal tools, pre-validation, and full audit logging. * Communicate with customers (Portugal and Spain) and external technical vendors, such as payment service providers and integration partners. * Improve the system internally: runbooks, alerts, automation, and internal tools that eliminate manual work. **What We’re Looking For** * Experience in technical application support, L2/L3 support, or SaaS B2B product operations. * Solid SQL skills (joins, aggregations, data analysis) and experience with relational databases—PostgreSQL preferred. * Methodical troubleshooting: reading logs, cross-referencing evidence, and distinguishing symptoms from root causes. * Understanding of REST APIs (Postman or similar) and system-to-system integrations. * Rigor in production environment operations: impact assessment, validation, and reversibility. * Clear communication with customers and technical teams—in fluent Portuguese and technical English—and strong organization to manage multiple concurrent requests. **Nice-to-Haves** * Experience with payment systems or transactional workflows. * Familiarity with electric vehicle charging (OCPI), vending protocols (MDB, EVA-DTS), invoicing, or custom integrations with clients’ systems. * Observability tools (Sentry, CloudWatch) and AWS; sufficient Node.js knowledge to read stack traces; scripting (Python, Bash, JavaScript) or low-code platforms (e.g., Retool). * Spanish (some of our customers are based in Spain). **What We Offer** * **Salary:** €25,000–€35,000 gross/year, commensurate with experience. * **No on-call rotation.** Coverage during business hours only (9 a.m.–6 p.m.); out-of-hours work is exceptional, always discussed, agreed upon, and compensated case-by-case. * **Work model:** On-site at Taguspark (Oeiras) for the first 3 months for onboarding and training; thereafter hybrid, with 3 days per week in the office. * **Vacation:** 25 days plus your birthday. * **Health insurance** and **training**, including an individual development plan. * **Coverflex**, with meal allowance and other flexible benefits. * Team-building events. Compensation: €25,000.00 – €35,000.00 per year Benefits: * Meal card/ticket * Free parking * Health insurance Work location: On-site