Job Description

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.

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 licenses, 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.

✅ 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)
• 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.

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

✅ We offer excellent benefits, including but not limited to:

🚀 Career growth opportunities in an international and dynamic environment;
📚 Opportunity to develop language skills with partial compensation for language courses;
🎁 Special gifts for birthdays, weddings, and newborns;
🏝️ 20 working days of paid annual vacation, plus paid sick leaves;
🍲 Office snacks and refreshments;
🏋️‍♂️ Sports package to support a healthy lifestyle;
🩺 Comprehensive medical insurance for you and your partner;
📍 Comfortable office with great facilities in a prime location;
🎉 Exciting corporate events, team-building activities, and international company parties.

Bold moves start here. Make yours. Apply today!

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