Application Support Specialist
BrainRocket is seeking an Application Support Specialist to ensure the stability, performance, and availability of business applications and systems used by internal teams. This role involves troubleshooting incidents, handling service requests, providing licenses, making payments, collaborating with engineering and product teams, and conducting root-cause analysis to prevent recurring issues. The position requires strong technical troubleshooting skills, clear communication, and a structured approach to incident management.
Key responsibilities include providing Level 2 application support for business systems and software, triaging and resolving incidents within agreed service level agreements, investigating issues using logs and monitoring tools, performing root-cause analysis, maintaining records of over 400 software units, granting and revoking access, verifying access rights according to role-based access control, and writing documentation. Additionally, the specialist will identify recurring problems and drive automation or process improvements to reduce ticket volume, communicate updates to stakeholders during incidents, and participate in on-call or shift rotations as required.
The ideal candidate will have at least three years of experience in application support, technical support, or service operations at Level 2. Strong troubleshooting skills for web applications, experience with ticketing systems like Jira Service Management, the ability to read and interpret logs, familiarity with monitoring and alerting tools such as Grafana, and scripting skills for automation using Python, Bash, or PowerShell are essential. An understanding of incident and problem management, comfort in communicating with both technical and non-technical stakeholders, strong documentation habits, and a proactive, goal-oriented mindset are also required.
BrainRocket offers a comprehensive benefits package, including learning and development opportunities, a relocation package covering tickets and up to two weeks of hotel accommodation, partial compensation for language classes, private medical coverage, 24 non-business days per year with an additional six paid sick days, transport compensation of 200 euros net per month, competitive remuneration with annual review, and team-building activities. The company fosters a dynamic and innovative culture, providing employees with opportunities for personal and professional growth in a supportive environment.