Application Support Specialist

Who we are: At Global Blue, we firmly believe that enhancing the shopping experience drives performance. Our mission is to seamlessly connect shoppers and brands worldwide by simplifying the shopping experience and boosting retailer performance. With over 40 years of industry expertise, we have pioneered Tax Free Shopping and expanded into the Payment and Post-Purchase business. As a technology partner, we lead our industries with innovative technology and data-driven insights, bringing unparalleled value at every touchpoint along the shopping journey.

We support retailers in handling over 35 million Tax Free Shopping transactions every year and our payment partners in elevating the experience of more than 31 million transactions worldwide. Our post-purchase solutions also cater to the needs of over 47m e-commerce shoppers. Listed on the New York Stock Exchange, we generated €20bn Sales in Store and €311M revenue in FY 2022/23. Our diverse community of over 2,000 employees represent more than 80 nationalities across 53 countries. At Global Blue, we cultivate a culture of empowerment, encouraging our teams to collaborate and support one another.

Together, we innovate, create, and strive towards a brighter future for the businesses we serve. With Global Blue, enjoy the journey. What you will do. A glimpse in your role: As a 2nd Level Support Engineer at Global Blue, you will play a pivotal role in delivering advanced technical support and resolving complex incidents that exceed the capabilities of first-level support. Your focus will be on providing timely, effective solutions—often through remote diagnostics—ensuring minimal disruption to customer operations.

In addition to troubleshooting, you will contribute to the continuous enhancement of our IT services by identifying root causes, sharing knowledge, and collaborating with cross-functional teams. Every action has an impact. You will make a difference here if: Resolve assigned incidents promptly and efficiently, always within established Service Level Agreements (SLAs). Deliver reliable 2nd-level support and contribute to basic 3rd-level troubleshooting for designated IT services. Proactively initiate and lead problem management efforts, addressing root causes to prevent recurrence. Collaborate with external vendors and internal teams to ensure advanced issues are resolved effectively and in a timely manner.

Maintain clear and professional communication with all stakeholders, ensuring transparency and alignment throughout the resolution process. Create and maintain documentation, including procedures, checklists, and technical solutions, to enrich the Service Center’s knowledge base. Plan, document, and implement system changes or enhancements, contributing to the stability and evolution of managed applications. Utilize monitoring tools such as Splunk to oversee system performance, creating actionable dashboards and alerts to ensure proactive issue detection. Key competencies to empower your journey. You'll drive towards success if: Possess a strong understanding of business processes, enterprise applications, SQL query tools, and reporting platforms.

Have basic scripting or programming skills, particularly in SQL and PowerShell, to support troubleshooting and automation. Bring a relevant IT educational background and 2–4 years of hands-on experience in application support or a similar role. Demonstrate an operational mindset, with a strong focus on analytical thinking and effective problem-solving. Customer-focused, committed to delivering excellent service and support. Independent, self-driven professional, capable of managing tasks proactively and efficiently. Maintain high standards of quality, documentation, and communication, ensuring reliability in your work. Collaborate effectively within multinational teams, bringing strong interpersonal and cross-cultural communication skills.

Flexible and adaptable, open to travel and providing 24-hour on-call support when required. Thrive in dynamic environments, showing resilience and adaptability to shifting priorities. Hold an IT degree or equivalent, with practical experience in supporting Windows OS, SQL Servers, ERP, or processing systems. Have worked in large or mid-sized business application environments, ideally with experience in end-to-end application support. Have collaborated with software development teams or outsourcing partners, ensuring smooth issue escalation and resolution. Have working knowledge of MS SQL or Oracle databases, with the ability to execute and interpret complex queries.

Experience with tools such as Splunk, Citrix-based applications, and delivering end-user training is considered an advantage. ITIL certification is a strong plus, reflecting your commitment to industry best practices. Fluent in English, both written and spoken, allowing you to communicate confidently in an international setting. Together, we go further: At Global Blue, we believe that great work happens when talented people come together in a supportive and inspiring environment. Here’s what you can look forward to:

A role in a fast-growing, international companyOpportunities for professional development and career growthA truly multi-cultural workplace, collaborating with colleagues from around the worldInspiring team members and a dynamic, forward-thinking cultureA range of employee benefits, including: Employee referral programTeam-building activities and eventsAnnual Christmas Party and more. At Global Blue, we foster career growth through internal mobility, a multicultural environment, and an Agile Working Model that supports work-life balance and team spirit. Committed to sustainability, we prioritize positive impacts for employees, clients, and communities. Guided by our 5 Ways of Working, we focus on client satisfaction, collaboration, innovation, and value creation.

As forward thinkers, we embrace open dialogue, continuous learning, and shared success to shape the future while delivering tangible results. Feels like you? Explore further!Let’s write the future together: apply now. Follow us on Social Media! Global Blue