Level 2 Technical Support (Application Support)

Your Growth Unleashed
Where your journey begins and your potential shines

At Synpulse, we don’t just consult – we transform. As a leading global management and technology consultancy with Swiss roots, we empower financial institutions to navigate change and seize new opportunities.
Since 1996, we've been shaping the future of financial services by delivering cutting-edge expertise in strategy, operations, and technology to banks and insurers worldwide. What sets us apart is our people. 
At Synpulse, we cultivate a collaborative, high-impact culture where initiative and creativity are valued. With 21 offices across Europe, the Americas, and Asia-Pacific, we bring together diverse perspectives and talents. We believe innovation thrives where everyone feels they belong and can contribute.
Our core values – Embrace, Drive, Achieve – shape how we work and evolve. We don’t just offer jobs – we offer the chance to develop, make an impact, and be part of a team that’s redefining the future of financial services. We’re looking for a passionate and experienced L2 Technical Support (Application Support) professional to join our Support Team! In this role, you will act as a second-line support specialist for our client employees, providing advanced technical assistance for client-side applications and troubleshooting more complex application-related issues. This is an opportunity for someone with strong application support experience, solid technical skills, and the ability to take ownership of escalated issues while collaborating closely with L1 support, Business Analysts, Developers, and other internal teams.

Responsibilities

• Provide second-line technical support to our client via JIRA, Slack channels, and other designated communication methods, ensuring timely, professional, and solution-oriented communication.
• Troubleshoot and resolve more complex software and application-related issues escalated from L1 support, using your technical knowledge, internal documentation, logs, and available resources.
• Take ownership of escalated tickets and drive them to resolution, ensuring proper prioritization based on urgency, business impact, and agreed SLAs.
• Perform detailed analysis of recurring issues, identify root causes, and propose corrective or preventive actions to reduce ticket volume and improve service quality.
• Accurately document all support activities in Jira, including investigation steps, findings, workarounds, resolutions, and follow-up actions.
• Maintain and improve comprehensive documentation of support procedures, known issues, workarounds, and frequently asked questions to support both L1 and L2 teams.
• Support and guide L1 analysts by sharing knowledge, reviewing escalations, and helping them improve their troubleshooting approach.
• Collaborate closely with Business Analysts, Developers, Product Owners, and other IT support tiers to resolve complex issues requiring deeper analysis or cross-team input.
• Identify trends in technical issues, process gaps, and improvement opportunities, and actively contribute to internal process improvements and knowledge base updates.
• Provide timely updates to end-users, internal stakeholders, and other support teams regarding ticket status, progress, blockers, and expected next steps within agreed SLAs.
• Participate in service reviews, ticket analysis, and operational discussions where required.

Requirements

• A minimum of 4 years of experience in application support, technical support, or a similar L2 support role.
• Strong technical troubleshooting skills with the ability to analyze complex issues systematically and independently.
• Experience with ticketing and support tools such as Jira and Confluence.
• Ability to work with logs, error messages, application behavior, and available technical documentation to identify possible root causes.
• Experience with incident, request, and problem management processes.
• Good understanding of support workflows, escalation handling, SLAs, ticket prioritization, and stakeholder communication.
• B2 or higher level of English spoken and written is required for daily communication as well as C1 level of Slovak language 
• Ability to prioritize tasks, work independently, and make sound decisions within the agreed process.
• A flexible attitude and the ability to perform well under pressure.
• High attention to detail and excellent time management skills.
• Strong problem-solving mindset and willingness to continuously improve processes and documentation.

Benefits

• Five extra days of vacation on top of regulation
• Sick leave compensation 100% from day one
• 3 sick days per year
• Attractive performance bonus based on project performance up to 10%
• Cafeteria benefit system with a flexible allowance of 500 EUR per year for education, health benefits, shopping, travel, cultural activities, and sports options
• Overtime fully paid or compensated based on your preference
• A friendly and informal working environment
• Work-life balance with flexible working hours and the option to work from home (by agreement)
• Dedicated time for individual training
• MultiSport card

Salary

Minimum: 2000
Maximum: 2300
Currency: EUR
Pay period: Monthly