Application and Support Engineer
Client: Agency of the United Nations, Geneva
Date of request: September 3, 2026
Start date: November 1, 2026, for an initial 2 months contract
Location: remotely from a nearshore (EU) location, long term
Duration: Initial 2 months
Type of assignment: Consultancy – full time, Time & Material (T&M)
Agreed level: Standard or Senior
Rates based on Experience and budget availability.
DropaCode is looking for an Application and Support Engineer to work remotely for a United Nations Agency in Geneva. The incumbent will be assigned to the User and Application Support Unit, where he/she will contribute in supporting the reliable operation and day-to-day maintenance of business applications and related services. You will provide technical and functional user support, handle incidents and service requests, and work with technical and business teams to ensure timely issue resolution and service continuity. You will support routine operational activities, systems and data analysis, and process documentation to help maintain service quality and ensure a positive user experience.
Context
Located within WIPO's Business Applications Division, which develops and manages IT solutions for core systems like PCT, Madrid, and The Hague, the User and Application Support Unit acts as the primary contact for technical assistance. The Unit ensures application stability by focusing on timely incident resolution, end-user support, and release management coordination. Additionally, it plays a vital role in business continuity by administering highly complex, time-critical operational schedules necessary for achieving the organization's overarching goals.
You will be responsible for:
Application and user support
Provide application and user support for business applications and services; log, track, and resolve incidents and service requests using the ticketing system; escalate complex issues as needed; ensure timely resolution in line with SLAs; and maintain accurate support records.
Validate implemented fixes and confirm successful resolution with end users; support testing activities related to application updates, bug fixes, and new releases.
Monitoring and operations
Monitor application performance, availability, and operational alerts and follow established procedures to address or report issues.
Perform systems and data analysis tasks, compile production statistics and reports, and support daily operational activities, including scheduled tasks and checks, in line with documented processes.
Develop, implement, and maintain processes to automate, optimize, and secure the Business Operations schedule, ensuring system security and data integrity.
Defect handling and documentation
Assist in identifying, reproducing, and documenting defects or system issues; carry out data corrections, configuration updates, or operational fixes.
Contribute to the preparation and maintenance of user documentation, knowledge base articles, and operational procedures.
Deliverables:
User and Application Support tasks performed in a timely fashion following the agreed Incident Resolution Times values.
Operational activities performed in a timely manner.
Documentation and user guides.
You need the following experience:
At least 5 to 10 years of practical experience in supporting and managing production environments (with focus on JAVA applications and relational databases), including demonstrated expertise in: troubleshooting technical issues and providing 3rd-level technical support; software development life cycles, with a focus on CI/CD pipelines, particularly for deploying updates and fixes; monitoring application performance, availability, and operational alerts; and developing processes to automate and optimize the operational load.
Strong knowledge of technical application support and production operations in enterprise environments.
Understanding of incident management, problem management, change management, and service request processes.
Strong understanding of software development life cycles, with a focus on CI/CD pipelines, particularly for deploying updates and fixes.
Strong knowledge of relational databases, SQL language and Java language.
Good knowledge of data management and XML processing.
Good knowledge of production procedures and data flows.
Analytical and problem-solving skills.
Ability to work on own initiative as well as a member of a team and to collaborate effectively with cross-functional teams and external service providers.
Ability to troubleshoot under pressure.
Strong communication skills, with the ability to provide clear updates to users, stakeholders, and technical teams.
Ability to share knowledge effectively and train others.
Excellent command of the English language.
Desirable
Providing application support for services hosted on AWS.
Intermediate knowledge of French.