About The Role

About the Role

We are looking for a proactive and customer-oriented Application Support Specialist to join our Digital Solutions team. You will be responsible for ensuring the availability, stability, and performance of our business-critical applications, including CRM, SRM, web applications, integrations, and reporting platforms. You will work closely with business users, developers, infrastructure teams, and external partners to investigate incidents, resolve production issues, and continuously improve application quality.

Key Responsibilities

Application Support

Provide Level 1 and Level 2 functional and technical support for enterprise business applications.
Manage incidents, service requests, and production issues while respecting SLA commitments.
Troubleshoot application issues and identify root causes.
Reproduce reported defects and coordinate with development teams for permanent fixes.
Monitor application health and proactively identify potential issues.

Incident Management

Analyze production incidents and prioritize according to business impact.
Perform first-level diagnosis before escalating to development teams.
Coordinate issue resolution with Infrastructure, Database, BI and ERP.
Participate in major incident management during critical business periods.

Data & Database Support

Execute SQL queries for:
data validation
troubleshooting
data correction
reporting analysis
Support database investigations and performance analysis.
Assist with data integrity checks.

Business Support

Support end-users by understanding business processes and providing functional assistance.
Assist users during application deployment and post-production support.
Train users when required.
Produce user guides and knowledge base articles.

Integration Support

Support integrations between

CRM
ERP
BI platforms
Omni chanel platforms
REST/SOAP Web Services
Other internal applications

Continuous Improvement

Participate in Root Cause Analysis (RCA).
Propose improvements to reduce recurring incidents.
Contribute to application stability and operational excellence.
Maintain technical documentation and operational procedures.

Required Qualifications

Bachelor's Degree in Computer Science, Information Technology, Software Engineering or equivalent.

Experience

3–5 years of experience in Application Support or Enterprise Application Support.
Experience supporting business-critical applications.
Experience working in production support environments.
Experience with ITSM or ticketing platforms.

Experience with CRM platforms is highly appreciated.