Application Support Engineer

Hexa Group; Lisboa; Hybrid; EUR 36,000 - 54,000; Full time

Benefits offered by this job

Private health insurance

Psychological support

Continuous learning

IT service management training

Childcare vouchers

Collaborative culture

Job summary

Hexa Group in Lisbon is seeking an Application Support Engineer to ensure reliability and performance of business-critical apps. The role covers 2nd/3rd line support, monitoring, incidents and automation in a 24/7 environment, with a hybrid model and three on-site days per week.

You will investigate incidents, analyze root causes, develop automation scripts and collaborate with technical and functional teams. Strong Portuguese and English are required.

Qualifications

• 3–4 years of experience in application support or IT operations.
• Strong analytical and troubleshooting skills with a structured approach.
• Ability to work autonomously and prioritize incidents.
• Excellent communication and collaboration with stakeholders.
• Fluency in Portuguese and intermediate English.

Responsibilities

• Provide second- and third-line application support, investigating incidents, root causes and resolutions.
• Monitor application performance, service availability and SLAs to ensure continuity.
• Analyze recurring issues and contribute to preventive actions and stability.
• Develop scripts and automation to reduce manual intervention.
• Coordinate incident resolution with technical and functional teams.
• Create and maintain technical documentation and SOPs.
• Support monitoring, alerting and service management improvements.
• Participate in 24/7 support via on-call rotations.

Skills

3–4 years experience

Functional analysis

Autonomous work style

Communication skills

Portuguese fluency

English proficiency

On-call readiness

On-site three days a week

Education

Higher education in Computer Science or related field

Tools

Grafana

ELK Stack

Ansible

Git & GitLab

REST APIs

Job description

Join Hexa as an Application Support Engineer and contribute to the reliability, performance and continuous improvement of business-critical applications.

This opportunity involves second- and third-line application support, service monitoring, incident resolution and operational automation within a 24/7 service environment.

The role follows a hybrid working model, with three days per week on-site in the Lisbon area, and includes scheduled on-call availability.

WHAT YOU WILL DO

• Provide second- and third-line application support, investigating incidents, identifying root causes and implementing effective resolutions.
• Monitor application performance, service availability and operational indicators to ensure compliance with agreed service levels.
• Analyze recurring issues and contribute to preventive actions, service optimization and operational stability.
• Develop and maintain scripts and automated processes to improve operational efficiency and reduce manual intervention.
• Collaborate with technical and functional teams to coordinate incident resolution, problem management and service improvements.
• Create and maintain technical documentation, operational procedures and knowledge resources.
• Support the implementation and continuous improvement of monitoring, alerting and service management solutions.
• Participate in a 24/7 support model through scheduled on-call rotations.

WHAT WE ARE LOOKING FOR

• 3 to 4 years of professional experience in application support, IT operations or similar technical environments.
• Strong functional analysis capabilities, with a structured approach to troubleshooting and problem resolution.
• Ability to work autonomously, prioritize incidents and contribute to service continuity in operational environments.
• Effective communication and collaboration skills when working with technical and functional stakeholders.
• Fluency in Portuguese and intermediate proficiency in English.
• Availability to participate in scheduled on-call rotations and attend in-person interviews.
• Ability to work on-site three days per week in the Lisbon area.

TECHNICAL SKILLS

• SQL and MySQL for data analysis, troubleshooting and application support.
• UNIX/Linux operating systems and command-line environments.
• Scripting and task automation using languages such as Bash, KSH, Python, Perl or PowerShell.
• TCP/IP networking fundamentals and Ethernet-based environments.
• REST APIs, including integration analysis and troubleshooting.
• Application monitoring, incident analysis and service performance management.
• Technical documentation and operational process optimization.

NICE TO HAVE

• Higher education in Computer Science, Computer Engineering or a related field.
• Knowledge of ITIL practices and ISO/IEC 20000 service management principles.
• Experience with Grafana for operational dashboards, monitoring and alert configuration.
• Familiarity with the ELK Stack, including Logstash, for log analysis and troubleshooting.
• Experience with Ansible for configuration management, task automation and playbook development.
• Familiarity with Git and GitLab for version control and collaborative development workflows.

WHAT WE OFFER

• Private health insurance from your first day, with no waiting period and optional family coverage.
• Free and confidential psychological support through TEAM 24, including professional guidance and well-being resources.
• Continuous learning opportunities, professional training and support for certifications.
• Opportunities to develop expertise in IT service management, information security, quality management and cybersecurity best practices.
• Childcare vouchers and practical initiatives supporting personal and professional balance.
• A collaborative environment that values professional development, knowledge sharing and long-term growth.
• Team initiatives, shared experiences and accessible leadership.

EQUAL OPPORTUNITY

At Hexa, we promote an inclusive workplace where different backgrounds, experiences and perspectives are respected and valued. In alignment with the principles of the Portuguese Diversity Charter, we support equal opportunities and fair recruitment practices, focusing on skills, potential and professional contribution.

HEXA LIFE

At Hexa, we are all Builders.

Every Builder contributes to stronger solutions, meaningful professional relationships and sustainable results.

Our culture is built on three principles: Honesty, Mutual Support and Agility. We value transparent communication, shared knowledge, personal responsibility and a solution-oriented mindset.

Whether working independently or alongside a team, you are part of a connected community where people support one another, continue learning and contribute to what we build together.