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&nbsp;<strong>Application&nbsp;Support&nbsp;Specialist&nbsp;</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 licenses, 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><strong>✅ Duties and Responsibilities:</strong></p> <ul> <li>Provide L2 application support for business systems and software (web apps, software APIs, Corporate IT and backoffice tools, SaaS platforms).</li> <li>Triage, troubleshoot, and resolve incidents and requests within agreed SLAs.</li> <li>Investigate issues using logs, monitoring tools and API testing.</li> <li>Perform root-cause analysis (RCA) and document findings, fixes, and preventive actions.</li> <li>Provide software licenses to the employees.</li> <li>Support systems: Maintain records of over 400 software units, grant/revoke access, verify access rights according to RBAC, write documentation</li> <li>Identify recurring problems and drive automation or process improvements to reduce ticket volume.</li> <li>Communicate updates to stakeholders during incidents (status, workaround, ETA, resolution).</li> <li>Participate in on-call/shift rotation if required.</li> <li>Incident/problem management: Working with Atlassian (Jira Service Desk, Software, Confluence)</li> <li>Full software management cycle within the company (implementation, support, procurement/payment, renewal, user management, system deactivation, access rights verification, automation)</li> <li>Technical Knowledge: Atlassian (Jira, Confluence), Microsoft 365, Trelica, Grafana, Okta, SAP/Dynamics, N8N, scripting, Postman.</li> </ul> <p>&nbsp;</p> <p>✅&nbsp;<strong>Requirements</strong>:</p> <ul> <li>3+ years in application support / technical support / service operations (L2).</li> <li>Strong troubleshooting skills for web applications (HTTP, REST, auth basics, dev tools, SaaS Management tool).</li> <li>Experience working with ticketing systems (Jira Service Management, Software, Confluence.)</li> <li>Ability to read and interpret logs; familiarity with monitoring/alerting (Grafana, Kibana, Datadog).</li> <li>Scripting for automation (Python/Bash/PowerShell).</li> <li>Understanding of incident/problem management (ITIL concepts are a plus).</li> <li>Comfortable communicating with both technical and non-technical stakeholders.</li> <li>Strong documentation habits and attention to detail.</li> <li>Proactive and goal oriented mindset.</li> </ul> <p>&nbsp;</p> <p><strong>✅ Nice to have:</strong></p> <ul> <li>Experience with Linux basics, containers, or cloud platforms (AWS/Azure/GCP).</li> <li>Basic understanding of networking (DNS, latency, firewalls) and SSO concepts.</li> <li>Strong experience with API tools (Postman/Insomnia) and message queues (Kafka/RabbitMQ).</li> <li>Experience working with a huge amount of systems.</li> <li>The desire and ability to organise and manage a large number of systems from scratch.</li> </ul> <p>&nbsp;</p> <p>✅&nbsp;<strong>We offer excellent benefits, including but not limited to:</strong></p> <p>🚀 Career growth opportunities in an international and dynamic environment;<br>📚 Opportunity to develop language skills with partial compensation for language courses;<br>🎁 Special gifts for birthdays, weddings, and newborns;<br>🏝️ 20 working days of paid annual vacation, plus paid sick leaves;<br>🍲 Office snacks and refreshments;<br>🏋️‍♂️ Sports package to support a healthy lifestyle;<br>🩺 Comprehensive medical insurance for you and your partner;<br>📍 Comfortable office with great facilities in a prime location;<br>&nbsp;🎉 Exciting corporate events, team-building activities, and international company parties.</p> <div>&nbsp;</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>