Application Support Specialist

<div class="content-intro"><p class="hero_p" data-w-id="694f4a7e-1669-d6d6-f8b3-0f8400d2c4cf">BrainRocket is a global company creating end-to-end tech products for clients across Fintech, iGaming, and Marketing.&nbsp;‍Young, ambitious, and unstoppable, we've already taken Cyprus, Malta, Portugal, Poland, and Serbia by storm.&nbsp;Our BRO team consists of 1,300 bright minds creating innovative ideas and products.&nbsp;We don’t follow formats. We shape them. We build what works, launch it fast, and make sure it hits.</p></div><p>We’re looking for an <strong>Application Support Specialist </strong>to ensure the stability, performance, and availability of business applications and systems used by internal teams. You will troubleshoot incidents, handle service requests, provide licences, make payments, collaborate with engineering/product teams, and drive root-cause analysis to prevent recurring issues. This role requires strong technical troubleshooting, clear communication, and a structured approach to incident management.</p> <p>&nbsp;</p> <p style="line-height: 1.1;">✅ <strong>Responsibilities:</strong></p> <p style="line-height: 1.1;">✔️Provide L2 application support for business systems and software (web apps, software APIs, Corporate IT and backoffice tools, SaaS platforms).</p> <p style="line-height: 1.1;">✔️Provide software licenses to the employees.</p> <p style="line-height: 1.1;">✔️Triage, troubleshoot, and resolve incidents and requests within agreed SLAs.</p> <p style="line-height: 1.1;">✔️Investigate issues using logs, monitoring tools and API testing.</p> <p style="line-height: 1.1;">✔️Perform root-cause analysis (RCA) and document findings, fixes, and preventive actions.</p> <p style="line-height: 1.1;">✔️Support systems: Maintain records of over 400 software units, grant/revoke access, verify access rights according to RBAC, write documentation</p> <p style="line-height: 1.1;">✔️Identify recurring problems and drive automation or process improvements to reduce ticket volume.</p> <p style="line-height: 1.1;">✔️Communicate updates to stakeholders during incidents (status, workaround, ETA, resolution).</p> <p style="line-height: 1.1;">✔️Participate in on-call/shift rotation if required.</p> <p style="line-height: 1.1;">✔️Incident/problem management: Working with Atlassian (Jira Service Desk, Software, Confluence)</p> <p style="line-height: 1.1;">✔️Full software management cycle within the company (implementation, support, procurement/payment, renewal, user management, system deactivation, access rights verification, automation)</p> <p style="line-height: 1.1;">✔️Technical Knowledge: Atlassian (Jira, Confluence), Microsoft 365, Trelica, Grafana, Okta, SAP/Dynamics, N8N, scripting, Postman.</p> <p style="line-height: 1.1;">&nbsp;</p> <p style="line-height: 1.1;">✅ <strong>Requirements:</strong></p> <p style="line-height: 1.1;">✔️3+ years in application support / technical support / service operations (L2).</p> <p style="line-height: 1.1;">✔️Strong troubleshooting skills for web applications (HTTP, REST, auth basics, dev tools, SaaS Management tool).</p> <p style="line-height: 1.1;">✔️Experience working with ticketing systems (Jira Service Management, Software, Confluence.)</p> <p style="line-height: 1.1;">✔️Ability to read and interpret logs; familiarity with monitoring/alerting (Grafana, Kibana, Datadog).</p> <p style="line-height: 1.1;">✔️Scripting for automation (Python/Bash/PowerShell).</p> <p style="line-height: 1.1;">✔️Understanding of incident/problem management (ITIL concepts are a plus).</p> <p style="line-height: 1.1;">✔️Comfortable communicating with both technical and non-technical stakeholders.</p> <p style="line-height: 1.1;">✔️Strong documentation habits and attention to detail.</p> <p style="line-height: 1.1;">✔️Proactive and goal oriented mindset.</p> <p style="line-height: 1.1;">&nbsp;</p> <p style="line-height: 1.1;">💡 <strong>Would be a plus:</strong></p> <p style="line-height: 1.1;">✔️Experience with Linux basics, containers, or cloud platforms (AWS/Azure/GCP).</p> <p style="line-height: 1.1;">✔️Basic understanding of networking (DNS, latency, firewalls) and SSO concepts.</p> <p style="line-height: 1.1;">✔️Strong experience with API tools (Postman/Insomnia) and message queues (Kafka/RabbitMQ).</p> <p style="line-height: 1.1;">✔️Experience working with a huge amount of systems.</p> <p style="line-height: 1.1;">✔️The desire and ability to organise and manage a large number of systems from scratch.</p> <p>&nbsp;</p> <div> <div class="job-preview__description "> <p><strong>✅ We offer excellent benefits, including but not limited to:</strong></p> <p>🏢 Modern office in New Belgrade</p> <p>🏝 24 vacation days annually</p> <p>🤒 6 sick days without medical certificate</p> <p>🏥 Premium Health Insurance (coverage up to 5,000 EUR annually)</p> <p>🎉 Special occasion gifts: birthday, wedding, newborn</p> <p>📚 Learning &amp; Development budget (for conferences, courses and certifications)</p> <p>🌍 Corporate events: international parties, team buildings, activities</p> <p>📈 Career growth opportunities in a fast-growing company</p> <p>✈️ Relocation package for international candidates</p> <p>🏋️ Sports package (FitPass membership)</p> <p>🗣️ Language classes: Serbian (company-covered)</p> <p>&nbsp;</p> <p>Join <strong>Brainrocket </strong>and rock with us! 🚀</p> </div> </div><div class="content-conclusion"><p>Bold moves start here. Make yours. Apply today!&nbsp;</p> <p><strong>By submitting your application, you agree to our <a href="https://www.brainrocket.com/privacy-policy" target="_blank">Privacy Policy.</a></strong></p></div>