Application Support Specialist

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)

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