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Senior Support Engineer
hace 7 horas
BESTSECRET is the leading European online destination for premium and luxury off-price fashion. The Group offers its members in 27 countries across Europe a superior brand portfolio complemented by a high-end shopping experience. At the same time, BESTSECRET enables its brand partners to clear overstock at scale with minimum visibility and maximum brand equity protection. The unique business model is based on its closed character with an invitation-only customer membership, longstanding brand partner and customer relationships, combined with a tech-focused mindset. BESTSECRET has a strong track record of profitable growth over many years. It generated preliminary revenues of approx. EUR 1,415 million in 2024 and employs around 2,300 people from over 90 nations. The Group draws on a heritage of 100 years in the textile and fashion industry and today is owned by Permira Funds and the founding families Schustermann and Borenstein.
The Senior Support Engineer will act as an interface between the business departments and the related IT teams in the areas of Webshop, Content Production, and Campaign Planning. Responsible for independent and preventive trouble-
shooting, using the existing monitoring systems. They will also be the central point of contact for service and fault requests in connection with the various internal software applications.
Responsibilities
- Supporting campaign management with technical implementation
- Single point of contact for support requests in connection with service requests, incidents, bugs and problems with the related (web) applications, reacting within our mandatory SLAs
- Documentation and ticket processing in Jira and ServiceNow
- Prioritization, planning and implementation of necessary measures for operational service requests
- Independently manage the prioritization and fixing of problems with the support of the development team or other technical departments
- Managing bulk database reports or updates using SQL
- Creation and maintenance of process definitions in the knowledge database
- Management of user accounts
Qualifications
- Minimum of 3 years of experience in a support role
- Sound SQL experience, including querying and analyzing data
- Incident management and process understanding
- Experience with ticket systems
- Knowledge of agile methods
- Practical experience with Scripting, Bulk data handling, Git, Jira, Confluence, ServiceNow
Job Grade: L4
At BESTSECRET, diversity isn't just a trend – it's our professional philosophy. We are dedicated to cultivating an inclusive workplace where everyone's unique talents and backgrounds are celebrated. Applicants from all backgrounds, experiences and perspectives are welcome to join us in our mission towards a more vibrant and inclusive future.
