• Oversee and coordinate the end-to-end technical analysis and testing lifecycle for multiple, complex technology initiatives. • Establish, enforce, and continuously improve technical analysis and testing standards and best practices. • Report on test progress to all Stakeholders, risks, and quality metrics to Executive project leadership. • Collaborate closely with technology vendors, technical analysts, project managers, and business stakeholders.

Role Description Join our community as a Technical Support Engineer today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. - Deliver outstanding technical support via chats and emails, phone calls; - Troubleshoot complex technical issues and escalate as needed; - Act as the primary technical contact during the life-cycle live events; - Escalate incidents clearly, including impact, timeline, and reproduction steps; - Perform log analysis, REST APIs, JSON, and SQL; - Use AWS tools (CloudWatch, Athena, S3) and monitoring/logging platforms (Grafana, OpenSearch); - Ensure smooth integration, onboarding, and troubleshooting for customer events, while working closely with internal teams. Qualifications - Excellent English communication skills (at least C1 for both spoken and written); - At least 1–2 years of proven experience in a Technical Support role; - Experience as Tier 2 Technical Support Engineer; - Outstanding problem-solving abilities, and a customer-focused attitude. Requirements - Bachelor’s Degree in Computer Science, Information Technology, or a similar discipline (will be a great plus); - Proficiency in reading and writing scripts in Python, Bash, or JavaScript (will be a great plus). Benefits - Flexible schedule; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements. *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

• Provide 2nd and 3rd line application support across multiple customer environments. • Triage, diagnose, and resolve incidents and service requests relating to business and technical applications, including both off‑the‑shelf and bespoke solutions. • Support and maintain applications integrated with Microsoft 365, Dynamics 365, SharePoint Online, and Power Platform solutions. • Manage and liaise with third‑party software vendors to drive issue resolution, patching, and root‑cause analysis. • Act as an escalation point for complex troubleshooting initiatives, including 4th‑line vendor engagement. • Escalate unresolved issues appropriately to 3rd line internal teams or vendor support. • Assist with the deployment, configuration, and enhancement of new applications and features. • Create and maintain knowledge base articles and technical documentation. • Collaborate with customer stakeholders and internal teams (Service Desk, Infrastructure, Engineering) to ensure effective end‑to‑end service delivery. • Monitor application performance, incidents, and user feedback to identify trends and improvement opportunities. • Maintain accurate and up‑to‑date records within the ITSM tool (e.g. ServiceNow).

Role Description We are seeking an experienced Applications Support Analyst to provide general application support across a suite of desktop-installed and cloud-based applications that are critical to our customers’ business operations. - Deliver 2nd and 3rd line support across multiple customer environments. - Triage, diagnose, and resolve incidents and service requests relating to business and technical applications, including both off-the-shelf and bespoke solutions. - Support and maintain applications integrated with Microsoft 365, Dynamics 365, SharePoint Online, and Power Platform solutions. - Manage and liaise with third-party software vendors to drive issue resolution, patching, and root-cause analysis. - Act as an escalation point for complex troubleshooting initiatives, including 4th-line vendor engagement. - Escalate unresolved issues appropriately to 3rd line internal teams or vendor support. - Assist with the deployment, configuration, and enhancement of new applications and features. - Create and maintain knowledge base articles and technical documentation. - Collaborate with customer stakeholders and internal teams (Service Desk, Infrastructure, Engineering) to ensure effective end-to-end service delivery. - Monitor application performance, incidents, and user feedback to identify trends and improvement opportunities. - Maintain accurate and up-to-date records within the ITSM tool (e.g. ServiceNow). Qualifications - Proven experience in a similar Application Support Analyst role, ideally within an MSP or multi-customer environment. - Experience supporting enterprise or departmental business and technical applications across a Windows desktop estate. - Current experience managing application vendors during complex troubleshooting and escalation scenarios. - Demonstrable experience working with application prerequisites and dependencies, such as Java, DirectX, or similar runtime components. - Experience managing and troubleshooting external API calls, integrations, and data feeds between applications. - Solid understanding of ITIL principles and service management processes. - Strong troubleshooting, diagnostic, and problem-solving skills. - Excellent communication and interpersonal skills, able to work effectively with both technical and non-technical stakeholders. - Ability to manage multiple priorities in a fast-paced environment. - Exposure to Microsoft Power Platform (Power Apps, Power Automate). - Familiarity with Dynamics 365, SharePoint Online, and Microsoft 365 ecosystems. - Experience using ITSM tools such as ServiceNow. - Knowledge of SQL or database-driven applications. - Basic scripting experience (e.g. PowerShell) to support automation and troubleshooting. - Strong customer-focused mindset with a drive for service excellence. Benefits - Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth. - Flexible working: Flexible work arrangements to support your work-life balance. - A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more.