Senior Support Engineer

Location: Via Milano

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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. Internally, BESTSECRET serves its brand partners by clearing overstock at scale with minimum visibility and maximum brand equity protection. The unique business model is based on its closed, invitation‑only membership, longstanding brand partner and customer relationships, and a tech‑focused mindset.

BESTSECRET has a strong track record of profitable growth, generating preliminary revenues of approximately EUR 1,415 million in 2024 and employing around 2,300 people from over 90 nations.

The Senior Support Engineer will act as an interface between business departments and the related IT teams in the areas of Webshop, Content Production, and Campaign Planning. The role is responsible for independent and preventive troubleshooting using existing monitoring systems, and serves as the central point of contact for service and fault requests related to internal software applications.
Responsibilities

Supporting campaign management with technical implementation
Single point of contact for support requests related to service requests, incidents, bugs and problems with the related (web) applications, reacting within mandatory SLAs
Documentation and ticket processing in Jira and Service Now
Prioritization, planning and implementation of necessary measures for operational service requests
Independently managing the prioritization and fixing of problems with support from 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

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, Service Now
Strong English skills required;
German is a plus

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 our mission toward a more vibrant and inclusive future.
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