Application Support Analyst (Europe)

TL;DR

Application Support Analyst (Europe): L2 IT operations and incident management for European applications across a portfolio including customer portals, APIs, file integrations, core system processes, and data & analytics. Focus on monitoring/alerting, triaging and classifying incidents for L3/L4, reproducing issues in pre-production, and delivering problem analysis and resolution with strong knowledge management.

Location: Lisbon (Europe) with a hybrid working schedule

Company

hirify.global is an international insurer specialized in luxury goods & property and high-end professional insurance.

What you will do

• Monitor and maintain availability, performance, and capacity for European applications.
• Handle service requests via IT ticketing (e.g., user access management, reference data changes, cache refresh, database queries/extractions).
• Triaging and classification/reclassification of incidents, and provide preworked information during L3 investigation.
• Coordinate incident communications and produce post-incident reports with impact and remedial actions.
• Reproduce issues in pre-production and define reproduction steps for L3.
• Maintain application support documentation and support project transitions into operational readiness.

Requirements

• Professional experience or academic background in IT.
• Excellent English communication skills (all work conducted in English).
• Strong problem-solving abilities.
• Proficiency in SQL queries, API requests, and application log analysis.
• Basic programming knowledge.
• Understanding of ITIL principles (certification is highly recognized).

Nice to have

• Knowledge of Azure cloud platform and experience with Azure operations.
• Knowledge of OutSystems.
• Experience supporting web applications.
• Experience supporting insurance companies or other financial systems.

Culture & Benefits

• Hybrid working schedule with a 35-hour workweek and focus on work-life balance.
• 25 days annual leave plus 2 additional hirify.global Days.
• Health insurance, gym allowance, and pension plan.
• After 5 years, 1-month sabbatical leave.
• International, inclusive environment with team spirit and open culture.