Application Support Engineer

LovelyStay; Portugal; On-site; EUR 36,000 - 56,000; Full time

Benefits offered by this job

Flexibility to choose between working remotely or from the office

Flexible working hours

Health insurance

Laptop

Friendly work environment

Company events

Job summary

A leading tourism accommodation manager in Portugal is seeking a Mid-Senior level IT professional. Responsibilities include managing ticketing operations, supporting teams, and driving quality through data analysis. The ideal candidate has strong communication skills, service desk expertise, and advanced SQL proficiency. This role offers flexibility to work remotely or in-office along with health insurance and a supportive work environment.

Qualifications

• Proven experience in balancing stakeholder needs and making trade-offs.
• Strong experience implementing and managing ticketing platforms.
• Calm under pressure and empathetic towards customers.

Responsibilities

• Support and collaborate with the L1 team for efficient daily operations.
• Manage ticketing operations and optimize service desk tools.
• Prioritise requests based on conflicting priorities.
• Ensure clear communication with stakeholders.
• Drive quality and performance tracking KPIs.
• Collaborate with Engineering for problem management.
• Use SQL for investigations and data analyses.

Skills

Excellent communication skills

Conflict management & prioritisation

Service desk expertise

Advanced SQL proficiency

Process mindset with ITIL knowledge

Customer orientation

Communication skills

Tools

Jira Service Management

PostgreSQL

Job description

LovelyStay is a leading tourism accommodation manager in Portugal, part of the renowned Ando Living Group. Our proprietary digital platform and algorithm guarantee pleasant experiences for guests, property owners and team members. We aim to be the global leader in serviced accommodations, creating unforgettable stays and ensuring everyone feels valued and supported.

Our portfolio also includes Ando Living, a premium serviced residences brand, and Optylon Krea, a leading real‑estate development and investment management company, with assets worth €1.8 billion. Ando Living Group reflects our commitment to delivering outstanding service across Portugal and Turkey, with more exciting projects on the horizon.

Our focus on innovation, transparency, and growth, combined with our commitment to continuous improvement and a collaborative spirit, drives our success. Here, you will be part of our development team, contributing daily to the quality and efficiency of our services.

Your Mission

• Support and collaborate with the L1 team: assist in filtering, analysing and prioritising incoming requests, ensuring efficient daily operations and smooth handover between teams.
• Manage ticketing operations: maintain and optimise service desk tools (Jira Service Management); contribute to the design of workflows, SLAs, queues and automations.
• Prioritise effectively: triage requests, balance conflicting priorities, and make data‑driven decisions under time pressure.
• Ensure clear communication: act as a key contact for incidents, outages and major requests; provide timely updates to internal stakeholders, partners and customers.
• Drive quality and performance: track KPIs (SLAs, FCR, MTTR), monitor dashboards, and participate in regular reviews to identify improvement opportunities.
• Build and maintain knowledge assets: contribute to playbooks/runbooks, knowledge‑base articles and SOPs.
• Collaborate with Engineering: support root‑cause analysis, problem management and small fixes or scripts; assist in scoping minor changes and implementing safe workarounds.
• Follow best‑practice processes: apply ITIL‑aligned principles for incident, request, problem and change management.
• Hands‑on with data: use SQL to investigate issues, run ad‑hoc analyses and validate fixes (PostgreSQL experience is a plus).

What we are looking for

• Excellent communication skills (written and verbal), simplifying complex topics for different audiences.
• Conflict management & prioritisation: proven experience balancing stakeholder needs and making trade‑offs transparently.
• Service desk expertise: strong experience implementing and managing ticketing platforms—Jira Service Management, GLPI, and similar.
• Advanced SQL proficiency for diagnostics and reporting; PostgreSQL is a significant plus.
• Process mindset: practical knowledge of ITIL practices (certification is a plus).
• Customer orientation: calm under pressure, empathetic and outcome‑focused.

What do we offer and what you can expect

• Flexibility to choose between working remotely or from the office.
• Flexible working hours policy.
• Health insurance.
• Laptop.
• Friendly work environment.
• Flat hierarchy; everyone is accessible.
• Company events.

Benefits of Being LovelyStay

• Work on real‑world projects that have a direct impact on our company.
• Learn from and collaborate with a team of talented IT professionals.
• Gain hands‑on experience with a wide range of technologies and tools.
• Develop communication and problem‑solving skills.
• Be part of a supportive and inclusive culture where everyone feels valued.
• Have the opportunity to attend company events and meet other people.

LovelyStay is committed to the principles of equality and non‑discrimination in access to employment. The company values the diversity of the people it employs and provides equal opportunities and equal treatment in access to employment. It does not discriminate or deprive any person of their rights on the basis of, for example, reduced capacity to work, disability or chronic illness. LovelyStay fosters a diverse work environment where individual differences are recognised, respected and valued in order to develop everyone’s full potential and make use of their personal and professional talents and strengths.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Real Estate and Equipment Rental Services