Application Support Specialist

About BrainRocket

BrainRocket is a software development company and digital solutions provider. The company has created over 40 cutting-edge products spanning 20 different markets. Our team of around 670 tech-savvy professionals successfully deliver scalable projects that are custom-made to the customers’ needs. We also strive to create a culture centered around personal and professional growth for employees, in a positive and welcoming environment.

We’re looking for an Application Support Specialist to ensure the stability, performance, and availability of business applications and systems used by internal teams. You will troubleshoot incidents, handle service requests, provide licences, make payments, collaborate with engineering/product teams, and drive root-cause analysis to prevent recurring issues. This role requires strong technical troubleshooting, clear communication, and a structured approach to incident management.

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).
• Technical Knowledge: Atlassian (Jira, Confluence), Microsoft 365, Trelica, Grafana, Okta, SAP/Dynamics, N8N, scripting, Postman.

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.

Would be a Plus

• 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 huge amount of systems.
• The desire and ability to organise and manage a large number of systems from scratch.

Why Join BrainRocket?

• Relocation package (tickets, staying in a hotel for 2 weeks).
• 23 vacation days + 6 days of sick leave (without a Doctor's note).
• Medical insurance.
• Birthdays, milestones and employee anniversaries celebrations.
• Social Club with gym and more than 50 events per year - coming soon.
• Breakfast and lunches in the office (partially covered).
• Language classes & tennis lessons (partially covered).

Join BrainRocket and rock with us! 🚀

Key skills/competency

• L2 Application Support
• Incident Management
• Root Cause Analysis (RCA)
• Atlassian Jira/Confluence
• Scripting (Python/Bash/PowerShell)
• Web Application Troubleshooting
• Monitoring Tools (Grafana)
• SaaS Management
• ITIL Concepts
• Stakeholder Communication