L2 Technical Support – Application Support

About the role

Synpulse is looking for an experienced L2 Technical Support professional to provide second‑line assistance for client‑side applications. You will work closely with L1 analysts, developers and business analysts to resolve complex issues and ensure smooth operation of financial services applications.

Key responsibilities

• Provide second‑line support via Jira, Slack and other channels, maintaining professional communication.
• Troubleshoot and resolve complex software and application issues escalated from L1 support.
• Own escalated tickets, prioritize based on urgency and business impact, and drive them to resolution within SLA.
• Analyse recurring problems, identify root causes and propose corrective actions to reduce ticket volume.
• Document investigations, findings, workarounds and resolutions in Jira.
• Maintain and improve knowledge‑base articles, known‑issue documentation and FAQs for L1 and L2 teams.
• Collaborate with Business Analysts, Developers and Product Owners on cross‑team issues.
• Identify trends, process gaps and contribute to continuous improvement initiatives.

Required profile

• Minimum 4 years of experience in application or technical support (L2 level).
• Strong analytical and systematic troubleshooting skills.
• Proficiency with ticketing and collaboration tools such as Jira, Confluence and Slack.
• Experience in incident, request and problem management processes.
• Understanding of support workflows, escalation handling, SLAs and ticket prioritisation.
• Fluent English (B2+) and Slovak (C1) for daily communication.
• Ability to work independently, prioritize tasks and make sound decisions under pressure.

Required skills

• Jira
• Confluence
• Slack
• Incident, request and problem management
• Application troubleshooting and log analysis
• SLA management

What we offer

• Five extra vacation days plus statutory leave.
• Full sick‑leave compensation from day one (3 days per year).
• Performance bonus up to 10 % of project performance.
• Cafeteria benefit of €500 per year for education, health, travel and cultural activities.
• Fully paid overtime or compensation, flexible working hours and remote‑work option.
• Dedicated training time, MultiSport card and a friendly informal work environment.