Support Specialist (Production Support)

About the role

Join our internal support team as a Support Specialist focused on production support. You will be the first point of contact for internal stakeholders, gathering detailed information before escalating tickets to the L2 support group.

Key responsibilities

• Take ownership of new tickets from the production support queue.
• Assess tickets for completeness and request missing details from requestors.
• Edit and supplement tickets to ensure they are ready for L2 review.
• Assign tickets to the appropriate team based on issue type.
• Forward data or application‑related concerns to L2 support.
• Route product or calculation inquiries to the Product team first, then back to support if a bug is confirmed.
• Resolve administrative requests independently.

Required profile

• Minimum 1 year experience in application support, help desk, or IT operations.
• Strong English communication skills (B2+), both spoken and written.
• Ability to translate unclear issue reports into well‑defined, reproducible tickets.
• Organised and capable of handling 30+ open tickets simultaneously.
• Interest in understanding end‑to‑end business application workflows.

Required skills

• Basic knowledge of web applications and databases.
• Experience with Azure App Insights for performance or error monitoring.
• Familiarity with Grafana observability tools.

What we offer

• International projects with top brands and global teams.
• Healthcare benefits and employee financial programs.
• Paid time off, sick leave, and upskilling opportunities.
• Access to LinkedIn Learning library (22,000+ courses).
• Global career growth and volunteer initiatives.