Junior Application Support Engineer

Role Overview

• Ensure a clear understanding of reported incidents before starting any investigation.
• Clarify all incident details with the requester prior to initiating analysis.
• Perform thorough investigations, exploring all possible scenarios before escalating incidents to Development teams.
• Escalate incidents to the appropriate product-owning teams within the relevant business unit.
• Collaborate with relevant stakeholders to agree on timelines and resources required for resolution.
• Ensure incidents are handled according to defined urgency and priority levels, including proper inclusion in Agile sprints when necessary.
• Actively follow up on incidents by requesting ETAs and status updates from Product Owners and Team Leads.
• Validate incident resolution by testing fixes where possible.
• Communicate resolutions clearly to the teams who reported the incidents.
• Perform ad-hoc tasks assigned by the direct manager.
• Maintain accurate incident records, reports, and updates in JIRA and related systems.
• Handle reporting, documentation, and other operational support tasks as required.

Requirements

• Experience working with JIRA and MS Office tools or similar.
• Strong understanding of Agile methodologies.
• Ability to quickly understand business strategy and align technical decisions accordingly.
• Excellent time management and workflow management skills.
• Strong ability to work effectively with cross-functional teams.
• Proven ability to perform under pressure and manage multiple priorities.
• Excellent communication and negotiation skills.
• Upper-intermediate to advanced level of English.
• Experience using AI-powered tools (e.g., AI assistants, chatbots, or automation tools) to:
• Analyze incidents and troubleshooting data
• Improve investigation efficiency and response time
• Assist with documentation, reporting, and operational workflows
• Ability to apply AI tools responsibly, ensuring accuracy, security, and compliance with internal processes and data protection standards.
• Previous experience in an IT company, ideally in Application Support, Technical Support, or a similar role.
• Project management skills.
• Knowledge of ITIL practices.

Benefits

• Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
• Enjoy a flexible hybrid work schedule after your first three months with us.
• Benefit from two Free Fridays each year, limited to one per quarter.
• Daily catered lunch or monthly lunch allowance.
• Private Medical Subscription.
• Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
• Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
• Amazing office space complete with its own pool and gym.