L2 Technical Support (Application Support)

Odmeňovanie

From 1 900 EUR/month

The final salary offered depends on your level of experience and skills.

Information about the position

Job description, responsibilities and duties

Your Growth Unleashed

Where your journey begins and your potential shines

We’re looking for a passionate and experienced professional to join our Support Team!

In this role, you will act as a second-line support specialist for client employees, providing advanced technical assistance for client-side applications and troubleshooting more complex application-related issues. This is an opportunity for someone with strong application support experience, solid technical skills, and the ability to take ownership of escalated issues while collaborating closely with L1 support, Business Analysts, Developers, and other internal teams.

Your tasks

• Provide second-line technical support via designated communication methods, ensuring timely, professional, and solution-oriented communication.
• Troubleshoot and resolve more complex software and application-related issues escalated from L1 support, using your technical knowledge, internal documentation, logs, and available resources.
• Take ownership of escalated tickets and drive them to resolution, ensuring proper prioritization based on urgency, business impact, and agreed SLAs.
• Perform detailed analysis of recurring issues, identify root causes, and propose corrective or preventive actions to reduce ticket volume and improve service quality.
• Accurately document all support activities, including investigation steps, findings, workarounds, resolutions, and follow-up actions.
• Maintain and improve comprehensive documentation of support procedures, known issues, workarounds, and frequently asked questions to support both L1 and L2 teams.
• Support and guide L1 analysts by sharing knowledge, reviewing escalations, and helping them improve their troubleshooting approach.
• Collaborate closely with Business Analysts, Developers, Product Owners, and other IT support tiers to resolve complex issues requiring deeper analysis or cross-team input.
• Identify trends in technical issues, process gaps, and improvement opportunities, and actively contribute to internal process improvements and knowledge base updates.
• Provide timely updates to end-users, internal stakeholders, and other support teams regarding ticket status, progress, blockers, and expected next steps within agreed SLAs.
• Participate in service reviews, ticket analysis, and operational discussions where required.