Application Support Engineer

LovelyStay is a leading tourism accommodation manager in Portugal, part of the renowned Ando Living Group. Our proprietary digital platform, combined with an innovative algorithm, guarantees a pleasant experience for everyone. We aim to be the global leader in serviced accommodations, reating unforgettable stays and ensuring that everyone—guests, property owners, and team members—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. If your goal is to be part of a dynamic company, LovelyStay is your starting point!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, staying closely connected with the Product Team.Ensure clear communication: act as a key contact for incidents, outages and major requests; provide timely and appropriate 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 standard operating procedures, staying aligned with the development team on product changes.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).Light technical exposure: interpret logs, review simple scripts, and understand code paths (JavaScript familiarity preferred).What we are looking for:Excellent communication skills (written and verbal) with the ability to simplify complex topics for different audiences.Conflict management & prioritization: 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; exposure to other tools is a plus.Advanced SQL proficiency for diagnostics and reporting; PostgreSQL is a significant plus.Software development literacy: ability to read/understand code, especially JavaScript (Node.js/browser) beneficial.Process mindset: practical knowledge of ITIL practices (certification is a plus).Customer orientation: calm under pressure, empathetic, and focused on outcomes.What do we offer and what you can expect:Competitive salary;Flexibility to choose between working remotely or from the office;Flexible working hours policy;Meal card;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 your 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 and 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.