Application Support Specialist

Sofia Stars is a fast-growing global service provider that guides high-growth businesses to success. Our range of tailored solutions includes R&D, Customer Support, Sales, KYC, Risk, and Anti-Fraud services. We make every connection shine with fresh tech and cultural understanding.

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)

• Technical Knowledge: Atlassian (Jira, Confluence), Microsoft 365, Trelica, Grafana, Okta, SAP/Dynamics, N8N, scripting, Postman.

Role 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.

Nice to have:

• Experience with Linux basics, containers, or cloud platforms (AWS/Azure/GCP).

• Basic understanding of networking (DNS, latency, firewalls) and SSO concepts.

• Strong experience with API tools (Postman/Insomnia) and message queues (Kafka/RabbitMQ).

• Experience working with a huge amount of systems.

• The desire and ability to organise and manage a large number of systems from scratch.

Our Excellent Benefits:

• Monthly, quarterly, and annual bonuses

• Food vouchers (102 EUR)

• Appreciation gifts (birthday, wedding, newborn, etc.)

• Up to 25 vacation days

• 6 undocumented sick leaves

• Medical insurance and dental coverage

• Sport card 70% coverage (Multisport and/or CoolFit)

• Office massages

• Breakfast, lunch & snacks in the office

• Education budget

• Monthly team events

• Great office location

Important information:

• This is an office-based position in Sofia, Bulgaria

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