Lisbon L1/L2 Support Analyst - Insurance Tech

Pulse Group; Lisboa; Hybrid; EUR 35,000 - 52,000; Full time

Benefits offered by this job

Office in Lisbon

Job summary

Pulse Group, an insurance technology business, is building a new run and operations team in Lisbon and is hiring its first two Business Analysts.

You will take initial contact from users, perform L1/L2 triage, and decide if it is a bug or a product gap. You will escalate with clear details, draft user stories for the product teams, provide workarounds, and help shape the monthly release with Product Owners. Two days a week in the Lisbon office.

Qualifications

• Hands-on L1/L2 application support experience.
• Familiarity with ITIL processes (incident, problem, change, release).
• Experience with ticketing in ServiceNow or Jira Service Management.
• Positive, calm and engaging manner under pressure.
• Fluent in English and Portuguese.
• Insurance or financial services experience is a strong plus; SQL a bonus.

Responsibilities

• Take first contact from users and keep them calm and informed.
• Run L1/L2 triage to determine if issue or product gap.
• Escalate issues to the technical team with necessary details.
• Turn gaps into clear user stories for product teams.
• Provide workarounds so users can continue while fixes progress.
• Help shape the monthly release with Product Owners.

Skills

L1/L2 support experience

ITIL processes

Customer-focused service

Calm under pressure

Fluent English

Portuguese fluency

SQL (bonus)

Tools

ServiceNow

Jira Service Management

Job description

Pulse Group, an insurance technology business, is building a new run and operations team in Lisbon and is hiring its first two Business Analysts.

You will take initial contact from users, perform L1/L2 triage, and decide if it is a bug or a product gap. You will escalate with clear details, draft user stories for the product teams, provide workarounds, and help shape the monthly release with Product Owners. Two days a week in the Lisbon office.