Application Support Engineer

MWDN; Lisboa; On-site; EUR 52,000 - 86,000; Full time

Benefits offered by this job

Flexible working hours

29 days PTO + holidays

Independent contractor support

Job summary

MWDN is a global IT outstaffing company delivering cybersecurity and cloud SaaS support. We seek an experienced Tier 2/3 technical support professional who can handle complex REST API issues, work with AWS/Azure/GCP, and communicate effectively with enterprise clients.

The role emphasizes fast learning, AI-enabled workflows, and collaboration with cross-functional teams. English proficiency is essential for global client interactions.

Qualifications

• 5+ years in Tier 2/3 Technical Support for Cloud SaaS products.
• Directly supported enterprise (B2B) customers in a technical role.
• Troubleshooting REST APIs, SaaS platforms, and distributed systems.
• Experience with public cloud platforms (AWS, Azure, GCP).
• Scripting skills in Bash or Python.
• Advanced English communication, both written and spoken.
• Experience applying AI in workflows is a plus.

Responsibilities

• Troubleshoot and resolve complex issues across distributed Cloud SaaS systems.
• Lead technical investigations and drive issues to resolution with clear customer communication.
• Respond to support tickets and escalations within SLA, including live troubleshooting.
• Build and share technical knowledge to improve support capabilities.
• Collaborate with Engineering, Product, Cyber, and cross-functional teams to identify root causes.
• Contribute to process automation and documentation improvements.

Skills

5+ years experience

Enterprise support

REST APIs debugging

Public cloud (AWS/Azure/GCP)

Scripting Bash/Python

English language

AI in daily workflows

Troubleshooting & diagnostics

Communication skills

multitasking/fast learning

Team player mindset

Education

No specific degree required

Tools

Salesforce

Jira/Confluence

Kubernetes

Elasticsearch

Git

Kibana/Grafana/Prometheus

Job description

MWDN is a global IT outstaffing company with 23+ years of experience that connects exceptional tech talent with leading companies across Israel, the USA, Great Britain, and Western Europe. We offer opportunities to work on international products in a stable and professional environment.

Why does MWDN rock?: Here’s what you can expect when you join MWDN:

• Security: We carefully vet our clients to minimize risks and ensure reliability and timely payments - no fraud or unpleasant surprises.
• Career support: If a project isn’t the right fit, we support you and actively help find new opportunities that match your skills and career goals.
• Legal assistance: We provide guidance on legal matters, including opening and managing your independent contractor or sole proprietorship status, taxes, and related processes.
• Professional development: We offer English courses and professional growth opportunities, as well as team-building events.

Why choose us? MWDN is ranked among the top 5 IT employers in our region according to DOU. We take pride in our transparency and strong commitment to our team. Curious to learn more? See what our employees say about working with us on DOU.

What is your new project?:

• Domain: Computer and network security
• Location: Israel
• Company size: 51-200 employees
• Founded in: 2009

What makes this project exciting?:

Are you ready to join an innovative force in cybersecurity backed by one of the industry's biggest names? Our client, recently acquired by Check Point for $200 million, is on a mission to transform external risk management.

Imagine being part of a team that uses cutting-edge technology to protect businesses from the most dangerous cyber threats out there - monitoring the dark web, pinpointing vulnerabilities, and preventing data breaches.

This is more than just a job; it’s an opportunity to make a real impact in the world of cybersecurity. The pace is fast, the challenges are thrilling, and the solutions are AI-driven, putting you at the forefront of real-time threat detection.

What’s more, with the support of a global powerhouse like Check Point, you'll have the stability, resources, and career growth opportunities that only come with being part of a leader in the cybersecurity field!

What makes you a great fit:

• 5+ years of experience in Tier 2 or Tier 3 Technical Support for Cloud SaaS products.
• Experience working directly with enterprise customers (B2B) in a customer-facing technical support role.
• Hands-on experience troubleshooting REST APIs, SaaS platforms, and debugging distributed systems. Must.
• Experience working with public cloud platforms (AWS, Azure, and/or GCP).
• Experience writing scripts in Bash and/or Python.
• High level of spoken and written English. Must.
• Experience using or integrating AI in daily workflows. Must.
• Excellent troubleshooting, analytical, and diagnostic skills.
• Excellent communication skills with the ability to explain technical concepts clearly.
• A hands-on, process-oriented multitasker who thrives in a fast-paced environment.
• Fast learner who is passionate about adopting new technologies, including AI.
• Team player with a continuous learning mindset and a desire to help others grow.

Would be a plus:

• Working knowledge of Linux environments.
• Experience with Salesforce, Atlassian (Jira/Confluence), Kubernetes, Elasticsearch, Git, and related technologies.
• Experience with monitoring and observability platforms such as Kibana, Grafana, Prometheus, or similar tools.
• Experience working with and troubleshooting integrations (e.g., third-party APIs, webhooks).

Your day-to-day in this position:

• Troubleshoot and resolve complex technical issues across distributed Cloud SaaS systems using a wide range of diagnostic tools (including AI) and methodologies.
• Lead technical investigations and drive issues to resolution while maintaining a high standard of customer communication.
• Collaborate directly with external customers, responding to support tickets and escalations within SLA, including leading live troubleshooting sessions.
• Build, maintain, and share technical knowledge to improve support capabilities and operational excellence.
• Work closely with Engineering, Product, Cyber, and other cross-functional teams to identify root causes and drive product improvements.
• Contribute to the continuous improvement of support processes, documentation, and automation.

Why work with us?

• People-first management with minimal bureaucracy
• A friendly company culture, proven by employees who choose to return
• Flexible working hours
• 29 days of PTO (18 working days per year pluse all national holidays)
• 10 paid recovery days
• Full financial and legal support for independent contractors
• Free English classes, with native speakers or Ukrainian teachers
• Dedicated HR support

Our next steps: Intro call with a Recruiter - Intro with the client - Tech interview - Final client interview - Offer