Application Support Specialist

About the role

This role focuses on ensuring the stability and performance of BrainRocket's business applications. The specialist will provide L2 support, which includes triaging and resolving incidents, investigating issues using logs and monitoring tools, and conducting root-cause analysis. A key part of the job involves maintaining records for over 400 software units, managing user access, and documenting processes.

The position requires actively identifying recurring problems and driving automation or process improvements to reduce ticket volume. Communication with stakeholders during incidents is essential, providing updates on status, workarounds, and resolutions. The specialist will also participate in on-call rotations and manage the full software lifecycle within the company, from implementation to deactivation.

Success in this role means effectively resolving application issues, improving system reliability through proactive measures, and maintaining clear documentation. The ideal candidate will be adept at using ticketing systems like Jira, interpreting logs, and applying scripting skills to automate tasks. A proactive approach to problem-solving and strong communication abilities are also important.

The salary for this position ranges from $17,500 to $30,000 USD annually.

Skills that matter here

• Atlassian (Jira, Confluence): Used for incident and problem management, including Jira Service Desk, and for documentation within Confluence.
• Microsoft 365: The role involves supporting corporate IT and back-office tools, which likely includes Microsoft 365 applications.
• Grafana: Used for monitoring and alerting, as well as for investigating issues by interpreting logs.
• Okta: This identity management platform is likely used for managing user access and verifying access rights.
• scripting: Essential for automation, process improvements, and reducing ticket volume.
• Python: One of the scripting languages used for automation tasks within the role.

Who this role suits

• Someone with at least three years of experience in L2 application or technical support.
• A person who is meticulous about documentation and has a strong attention to detail.
• An individual who is proactive in identifying issues and driven to implement process improvements.
• A candidate comfortable communicating technical information to both technical and non-technical audiences.

From the employer

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.