Application Support Specialist

About the role

CerebriOS builds B2B SaaS products that help businesses make better decisions and streamline operations. We are looking for an Application Support Specialist to assist customers and internal teams in resolving issues related to our software.

Key responsibilities

• Provide application support to customers and internal users.
• Investigate and troubleshoot issues related to CerebriOS products.
• Reproduce reported issues and identify potential causes.
• Guide users through product features, workflows, and basic troubleshooting steps.
• Review application behavior, error messages, and relevant data when investigating issues.
• Document reported problems, troubleshooting steps, and resolutions.
• Escalate complex or technical issues to Engineering or Product teams.
• Follow up on escalated issues and communicate updates to users.
• Identify recurring application issues and suggest improvements.
• Help maintain internal knowledge bases, support documentation, and troubleshooting guides.
• Assist with testing product fixes and updates from a support perspective.

Required profile

• 1+ year of experience in application support, technical support, or a similar role.
• Strong troubleshooting and problem‑solving skills.
• Comfortable learning and supporting software applications.
• Ability to explain technical information clearly to non‑technical users.
• Strong attention to detail and follow‑through.
• Strong written and verbal English communication skills.
• Ability to investigate issues independently and know when to escalate.
• Comfortable working in a remote environment.

Required skills

• Familiarity with Jira, Zendesk, Intercom, or similar support tools.
• Basic SQL or database knowledge.
• Familiarity with APIs, integrations, or web applications.
• Experience working with browser‑based software.
• Experience creating technical documentation or knowledge‑base articles.
• Familiarity with Agile or Scrum environments.

What we offer

• Salary range $52,000–$68,000 annually.
• Remote‑first working environment.
• Professional development opportunities.
• Benefits package designed to support the team.