Senior N2 Application Support Engineer – Financial Applications

Itds Portugal; Lisboa; Hybrid; EUR 40,000 - 56,000; Full time

Job summary

ITDS Portugal, based in Lisbon, is seeking a Senior N2 Application Support Engineer to ensure seamless operation of front-end and middle-office applications for a leader in financial solutions. This hybrid role supports internal teams and external stakeholders while driving digital service excellence.

You will lead structured incident handling, reproduce and document steps, analyze multi-layer components with browser tools, logs, and SQL queries, and prepare clear escalations.

Qualifications

• Minimum 2 years of experience in user or application support.
• Experience with ServiceNow, Jira, Confluence, Power BI, and SQL read-only queries.
• Excellent communication in French (C2) and English (B2).

Responsibilities

• Lead structured, diagnosis-oriented exchanges with users to identify anomalies and gather information for troubleshooting.
• Reproduce incidents in test environments, document reproduction steps, and identify affected layers.
• Analyze front-end, middle, and back-end components using browser tools, logs, and SQL queries to form root-cause hypotheses.
• Deduplicate anomalies, compile incident reports, and prepare structured escalations to technical teams.
• Support incident qualification, triage, and consolidation for rapid resolution and improvement.
• Collaborate with cross-functional teams to enable efficient incident management and stakeholder communication.
• Maintain documentation and contribute to knowledge-sharing initiatives.

Skills

Incident handling

Multi-layer architecture

ServiceNow

Jira

Confluence

Power BI

SQL read-only

Communication

Tools

Browser tools

Logs analysis

Job description

Unleash your expertise in application support — shape the future of financial technology!

Lisbon-based opportunity with hybrid work model.

As a Senior N2 Application Support Engineer, you will be working for our client, a leader in financial solutions, dedicated to delivering innovative digital services across the industry. You will play a vital role in ensuring the seamless operation of front-end and middle-office applications, supporting internal teams and external stakeholders, and safeguarding operational excellence. This is your chance to contribute to cutting-edge digital transformation initiatives and elevate your career in a dynamic environment.

Your main responsibilities:

• Lead structured, diagnosis-oriented exchanges with users to identify and clarify anomalies, collecting all necessary information for effective troubleshooting.
• Reproduce incidents in relevant test environments, formalize clear reproduction steps, and determine the nature and affected layer of issues.
• Analyze multi-layer application components using browser tools, logs, and database checks to formulate root-cause hypotheses.
• Deduplicate anomalies, compile comprehensive incident reports, and prepare structured escalations to technical teams.
• Support incident qualification, triage, and consolidation processes to ensure rapid resolution and continuous improvement.
• Collaborate with cross-functional teams to facilitate efficient incident management and foster strong stakeholder communication.
• Maintain rigorous documentation and contribute to knowledge-sharing initiatives to enhance support processes.

You're ideal for this role if you have:

• At least 2 years of experience in user or application support, specifically in incident handling within multi-layered environments.
• Proven expertise with tools like ServiceNow, Jira, Confluence, Power BI, and SQL read-only queries.
• Strong understanding of front-end, middle, and back-end architecture, including data flows and integration points.
• Excellent communication skills in French (C2) and English (B2), with a service-oriented mindset.
• Ability to analyze complex issues end-to-end and articulate findings clearly to technical and non-technical audiences.

It is a strong plus if you have:

• Certifications or additional training in financial applications or IT support specialties.
• Experience with network analysis and log tracing or familiarity with application performance monitoring.

Language required for the role:

French (C2), English (B2)

Eligibility to work in Europe:

Only candidates with an existing legal right to work in the European Union will be considered for this role.

#MAKEYourCareerBETTER