Senior Application Support Engineer (m/f/d) - CSKM

  • USU Software s.r.o
  • Brno, Prostějov
  • Vollzeit
  • Festanstellung
  • Teilweise Homeoffice

Help us transform the world of service and deliver great experiences for our customers via better workflows, collaboration, and information sharing.  USU is the leading provider of software and service solutions for IT & Customer Service Management. With over 650 employees at 10 locations across the globe, we look forward to working together to create a better service world.

You are passionate about customer service technology, knowledge management, and solving technical challenges across SaaS and on-premises environments. Become part of our team and help us deliver our USU Customer Service Knowledge Management (CSKM) solution to enterprise customers worldwide.


Inspiring customers together for a better service world. Join us now!

Application Support Engineer (m/f/d) - CSKM

Your responsibilities

  • You provide first- or second-level technical support for our USU Customer Service Knowledge Management (CSKM) solution, deployed in both SaaS and on-premises environments, for enterprise B2B customers (via ticketing system, email, remote sessions).

  • You analyze, troubleshoot and resolve application issues across our Knowledge Base, Knowledge Center, Knowledge AI Agents, and Knowledge Self-Service modules.

  • You investigate logs, APIs, database queries, and integrations (CRM, ticketing, chat, and voice systems) to identify root causes of reported issues.

  • You collaborate with Product Management, DevOps and Engineering to resolve defects and improve product stability across both cloud and on-premises deployments.

  • You support customers with onboarding, configuration and content-related questions during and after go-live.

  • You document known issues, contribute to our internal knowledge base, and help improve support processes and self-service resources.

  • You monitor system health and proactively flag potential issues before they impact customers.

Your skills

  • You hold a degree in Computer Science, Business Informatics, or a comparable IT-related qualification, or equivalent practical experience.

  • You bring 1–3 years of professional experience in application or technical support, ideally for SaaS and/or on-premises enterprise software.

  • You have a good understanding of web-based applications and basic knowledge of SQL databases, REST APIs and system integrations.

  • You are comfortable working across both SaaS environments and on-premises installations (basic Windows/Linux knowledge).

  • Experience with knowledge management, customer service, or CRM/ITSM platforms is a plus.
  • You understand basic ITIL principles and structured incident and SLA management.
  • You are customer-oriented, communicate clearly and document your work in a structured way.
  • You are a good listener and enjoy solving problems collaboratively with customers and colleagues.
  • You are fluent in English (written and spoken); German is a plus.

Our benefits

  • Flexible working hours and partial home office
  • Meal allowance (meal voucher cash benefit)
  • 25 days of vacation, plus 1 extra day for every 2 years with the company (up to 30 days)
  • Option to take workation or a sabbatical
  • Company events & teambuilding
  • Cafeteria-style benefits budget (e.g., sports/fitness passes, training & education, internet contribution, pension savings, and more)
  • Permanent contract
  • Interest-free company loan
  • Option to borrow a company car
  • Online English and German lessons during working hours (upon interest)

Want to join our team? Please submit your CV in English.

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