Application Support Specialist
Full
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Overview
Join BrainRocket as an Application Support Specialist to ensure the stability and performance of business applications. Work in a dynamic environment with opportunities for growth and relocation support. BrainRocket is a global company creating end-to-end tech products for clients across Fintech, iGaming, and Marketing. Young, ambitious, and unstoppable, we've already taken Cyprus, Malta, Portugal, Poland, and Serbia by storm. Our BRO team consists of 1,300 bright minds creating innovative ideas and products. We don’t follow formats. We shape them. We build what works, launch it fast, and make sure it hits.
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).
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.
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.