Application Support Specialist

Duties and Responsibilities:

• Provide L2 application support for business systems and software (web apps, software APIs, Corporate IT and backoffice tools, SaaS platforms).
• Triage, troubleshoot, and resolve incidents and requests within agreed SLAs.
• Investigate issues using logs, monitoring tools and API testing.
• Perform root-cause analysis (RCA) and document findings, fixes, and preventive actions.
• Provide software licenses to the employees.
• Support systems: Maintain records of over 400 software units, grant/revoke access, verify access rights according to RBAC, write documentation.
• Identify recurring problems and drive automation or process improvements to reduce ticket volume.
• Communicate updates to stakeholders during incidents (status, workaround, ETA, resolution).
• Participate in on-call/shift rotation if required.
• Incident/problem management: Working with Atlassian (Jira Service Desk, Software, Confluence).
• Full software management cycle within the company (implementation, support, procurement/payment, renewal, user management, system deactivation, access rights verification, automation).

Requirements

• 3+ years in application support / technical support / service operations (L2).
• Strong troubleshooting skills for web applications (HTTP, REST, auth basics, dev tools, SaaS Management tool).
• Experience working with ticketing systems (Jira Service Management, Software, Confluence).
• Ability to read and interpret logs; familiarity with monitoring/alerting (Grafana, Kibana, Datadog).
• Scripting for automation (Python/Bash/PowerShell).
• Understanding of incident/problem management (ITIL concepts are a plus).
• Comfortable communicating with both technical and non-technical stakeholders.
• Strong documentation habits and attention to detail.
• Proactive and goal oriented mindset.

We offer excellent benefits, including but not limited to:

• 💻 Learning and development opportunities and interesting, challenging tasks.
• ✈️ Relocation package (tickets, staying in a hotel for up to 2 weeks, and visa relocation support for our employees and their family members).
• 📚 Opportunity to develop language skills, with partial compensation for the cost of English and Portuguese language classes (for localization purposes).
• 🎾 Partial compensation for tennis and padel lessons.
• 🏀 Urban Sport membership benefit (the most diverse sports and wellness offering in Europe, with more than 50+ activities).
• 🏥 Private medical coverage, including inpatient, outpatient, dental care, annual check-ups, and maternity support.
• 🏝 Time for proper rest.