Application Support Specialist

BrainRocket is a global company creating end-to-end tech products for clients across Fintech, iGaming, and Marketing. The company has a team of 1,300 employees and operates in Cyprus, Malta, Portugal, Poland, and Serbia.

• 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 tools (Grafana, Kibana, Datadog).
• Scripting skills 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.

Nice to have:

• Experience with Linux basics, containers, or cloud platforms (AWS, Azure, GCP).
• Basic understanding of networking (DNS, latency, firewalls) and SSO concepts.
• Strong experience with API tools (Postman, Insomnia) and message queues (Kafka, RabbitMQ).
• Experience working with a large number of systems.
• Ability to organise and manage a large number of systems from scratch.

• 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.
• 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 using Atlassian (Jira Service Desk, Software, Confluence).
• Manage full software cycle within the company (implementation, support, procurement/payment, renewal, user management, system deactivation, access rights verification, automation).
• Use technical tools including Atlassian (Jira, Confluence), Microsoft 365, Trelica, Grafana, Okta, SAP/Dynamics, N8N, scripting, Postman.