Business Applications Support Specialist (L1/L2) - Fintech/ Crypto

Incubly supports tech companies and startups in scaling their teams quickly and with high quality, focusing on product development, testing, and deployment. The current client is a French company specializing in security and infrastructure solutions for cryptocurrencies and blockchain applications, with over 400 professionals developing products including leading hardware wallets.

• Previous experience in 1st or 2nd line support roles, ideally supporting business applications or SaaS platforms.
• Experience with ticketing systems, preferably Jira Service Management.
• Good understanding of Jira workflows, permissions, issue types, filters, dashboards, and basic administration.
• Familiarity with business applications supporting project management, collaboration, CRM, ERP, finance, operations, or identity management.
• Strong problem-solving and analytical skills.
• Excellent English communication skills for technical and non-technical users.
• Collaborative mindset and ability to work with internal teams and external vendors.
• Experience with SaaS application administration and relevant certifications is advantageous.
• Exposure to cloud-based business applications and enterprise platforms is desirable.

Nice to have:

• Curiosity and eagerness to learn new tools and technologies.
• Previous experience in Service Desk or IT support environments.
• Knowledge of IT service management and agile methodologies with certifications such as ITIL, SAFe, Agile, or Scrum.
• Basic French language skills.
• Ability to work independently in a dynamic environment.
• Strong organizational and time management skills.
• Customer-focused mindset and commitment to high-quality support.
• Proactive approach to problem-solving and continuous improvement.

Provide 1st and 2nd Line Support:

• Serve as first point of contact for users needing support with Jira and other business applications.
• Manage and prioritize support requests via Jira Service Management and other ticketing tools.
• Diagnose, troubleshoot, and resolve issues related to application usage, user access, configurations, reporting, dashboards, and workflows.
• Support users across internal business systems, providing guidance on processes and best practices.
• Escalate complex issues to 3rd-line support, system owners, developers, or vendors.

Jira and Business Applications Support:

• Support users with Jira administration and daily usage including projects, workflows, permissions, filters, dashboards, and issue management.
• Assist with user access management, basic system configuration, and troubleshooting across business applications.
• Provide support for collaboration tools, ticketing platforms, project management solutions, CRM/ERP systems, identity management tools, and other SaaS applications.
• Help users maximize value of business applications through guidance, training, and knowledge sharing.

Collaboration and Service Improvement:

• Work closely with 3rd-line support teams, system owners, developers, and external vendors to resolve escalated issues.
• Ensure incidents and requests are documented, tracked, and resolved per support processes.
• Contribute to continuous improvement of support services, knowledge management, and user experience.

Documentation and Reporting:

• Create and maintain user guides, FAQs, knowledge base articles, and support documentation.
• Document common issues, workarounds, and support procedures.
• Support reporting activities and contribute to analysis of service metrics and team KPIs.