Application Support Specialist (L2)

In this role, you will handle complex technical incidents escalated from our L1 Service Desk Engineering team, ensuring rapid service restoration and long-term service reliability. Beyond resolving issues, your mission is to identify root causes, implement permanent fixes, and actively contribute to our “Zero Repeat” principle - ensuring issues do not occur again.

What you'll be doing

Incident Analysis & Resolution

* Investigate escalated incidents using logs, SQL queries, and diagnostic tools.
* Provide effective workarounds to restore service quickly.
* Develop permanent fixes and implement improvements to prevent recurrence.

Root Cause & Problem Management

* Identify underlying problems behind recurring incidents.
* Conduct and document structured RCAs for critical or repeated issues.
* Manage the lifecycle of problems until permanent resolution is achieved.

Collaboration & Escalation

* Work closely with System Support Managers, DBAs, and L3/L4 teams.
* Prepare clear and detailed technical escalations for complex bugs or architectural issues.
* Participate in architectural enhancement discussions to prevent future failures.

Testing & Knowledge Sharing

* Validate fixes thoroughly in staging/UAT environments to ensure reliability.
* Create automated tests (unit/integration) to prevent regressions.
* Support and mentor L1 teams with training, documentation, and technical guidance.

What you bring

* Fluent English (written and spoken).
* Familiarity with AI tools (Anthropic Claude as preferred)
* Strong SQL expertise and ability to write complex queries.
* Excellent analytical and problem-solving skills with a structured approach.
* Experience working with application logs, diagnostic tools, and complex system environments.
* Strong communication skills with the ability to document and explain technical issues clearly.
* Willingness to work in shifts.

Bonus points if you have

* Experience in HR tech
* French language skills (significant advantage)
* Knowledge of ITIL processes (Incident, Problem, Change).

Why join us?

* Your career, your design. Unleash your ambition in our dynamic, autonomous environment.
* Drive meaningful change. Build a fairer future for every employee by joining a market leader that is improving the world of work.
* Belong to something bigger. Collaborate with a passionate, diverse and talented team around the globe.

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