Application Support Officer

Jobtailor

Porto

Presencial

EUR 36 000 - 54 000

Tempo integral

Há 12 dias

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Resumo da oferta

Jobtailor in Porto, Portugal is seeking an experienced second-line application support and software configuration specialist. You will investigate incidents, translate business needs into technical configurations, and collaborate with Product Managers and engineers to improve tooling and processes.

Candidates should have 4+ years in application support, SQL, Grafana, Salesforce CRM, Excel/Sheets, and strong communication in English.

Qualificações

4+ years in application support or similar roles.
Experience configuring, supporting, and maintaining software or mobile applications.
Strong troubleshooting, analytical, and problem-solving skills.
SQL knowledge and experience using database queries for analysis and troubleshooting.
Proficiency in Microsoft Excel, Google Sheets, or similar spreadsheet tools.
Experience using monitoring, logging, and observability tools such as Grafana to build dashboards, configure alerts, and analyse system behaviour.
Experience working with Salesforce CRM, particularly in a Salesforce Administrator role or application support capacity.
Ability to understand business requirements and translate them into technical configurations.
Experience documenting processes, system behaviour, and troubleshooting procedures.
Ability to collaborate effectively with technical and non-technical stakeholders.
Clear and confident written and verbal communication skills in English.
Currently based in Portugal or South Africa.

Responsabilidades

Provide second-line technical support for system issues escalated by first-line support teams
Investigate incidents, identify root causes, implement resolutions, or collaborate with engineering teams when further technical support is required
Configure new and existing products, services, and business rules within the platform based on organisational and end-user requirements
Monitor platform usage, application behaviour, and system health to identify recurring issues and prevent problems
Identify and implement improvements to configurations, support processes, and internal tools
Review and test configuration changes to ensure requirements are met and existing functionality is not negatively affected
Work with Product Managers to clarify business needs and translate them into maintainable configuration requirements
Explore and assess AI tools to improve troubleshooting, documentation, knowledge sharing, and second-line support efficiency
Create and maintain user guides, configuration documentation, and troubleshooting procedures
Conduct demonstrations or training sessions when required
Collaborate with technical and non-technical stakeholders through issue resolution

Descrição da oferta de emprego

Provide second-line technical support for system issues escalated by first-line support teams
Investigate incidents, identify root causes, implement resolutions, or collaborate with engineering teams when further technical support is required
Configure new and existing products, services, and business rules within the platform based on organisational and end-user requirements
Monitor platform usage, application behaviour, and system health to identify recurring issues and prevent problems
Identify and implement improvements to configurations, support processes, and internal tools
Review and test configuration changes to ensure requirements are met and existing functionality is not negatively affected
Work with Product Managers to clarify business needs and translate them into maintainable configuration requirements
Explore and assess AI tools to improve troubleshooting, documentation, knowledge sharing, and second-line support efficiency
Create and maintain user guides, configuration documentation, and troubleshooting procedures
Conduct demonstrations or training sessions when required
Collaborate with technical and non-technical stakeholders through issue resolution

Requirements

4+ years of experience in application support, technical support, software configuration, or a similar role
Experience configuring, supporting, and maintaining software or mobile applications
Strong troubleshooting, analytical, and problem-solving skills
SQL knowledge and experience using database queries for analysis and troubleshooting
Proficiency in Microsoft Excel, Google Sheets, or similar spreadsheet tools
Experience using monitoring, logging, and observability tools such as Grafana to build dashboards, configure alerts, and analyse system behaviour
Experience working with Salesforce CRM, particularly in a Salesforce Administrator role or application support capacity
Ability to understand business requirements and translate them into technical configurations
Experience documenting processes, system behaviour, and troubleshooting procedures
Ability to collaborate effectively with technical and non-technical stakeholders
Clear and confident written and verbal communication skills in English
Currently based in Portugal or South Africa

Core Competencies

Demonstrates expertise in application support and software configuration, with strong troubleshooting and analytical skills. Proficient in SQL and experienced in using monitoring tools to enhance system performance and support processes.

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