Application Support Specialist

About the role

This Application Support Specialist role focuses on maintaining the stability and performance of BrainRocket's internal business applications, which include web apps, APIs, and SaaS platforms. The specialist will handle L2 support, triaging and resolving incidents within SLAs, and performing root-cause analysis to prevent recurrence. This involves investigating issues using logs and monitoring tools, and documenting findings and solutions.

A key part of the role involves managing the full lifecycle of software within the company, from implementation and support to procurement, renewal, and user management. This includes maintaining records for over 400 software units, managing access rights, and identifying opportunities for automation and process improvements to reduce ticket volume. The specialist will also communicate incident updates to stakeholders and may participate in on-call rotations.

Success in this position requires strong troubleshooting skills for web applications, familiarity with ticketing systems like Jira, and the ability to read and interpret logs from monitoring tools. Scripting for automation using Python, Bash, or PowerShell is essential. The ideal candidate will have a proactive, goal-oriented mindset and strong documentation habits, capable of communicating effectively with both technical and non-technical colleagues.

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

Skills that matter here

• Atlassian (Jira, Confluence): These tools are central for incident/problem management and full software management cycle within the company.
• Grafana: Used for monitoring and alerting, helping to read and interpret logs during issue investigation.
• scripting: Scripting skills are applied for automation and process improvements to reduce ticket volume.
• Python: Python is one of the scripting languages used for automation tasks.
• Bash: Bash is another scripting language utilized for automation within the role.
• PowerShell: PowerShell is also used for scripting to automate processes and improve efficiency.

Who this role suits

• A person with 3+ years in L2 application or technical support who thrives on solving complex technical problems.
• Someone who is proactive in identifying recurring issues and driving automation to improve system efficiency.
• An individual with strong organizational skills, capable of managing a large inventory of software units and access rights.
• A clear communicator who can explain technical issues and updates to both technical and non-technical colleagues.

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.