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

At Incubly, we believe that great people want to work with great people. We build teams that support ambitious technology companies in scaling their products, processes and operations.

We are currently working with a French company that is a leader in security and infrastructure solutions for cryptocurrencies and blockchain applications. The company develops products and services used globally to safeguard cryptocurrency assets, including leading hardware wallets.

As a Junior Business Applications Support Specialist, you will join an international support team and help users with day-to-day questions and requests related mainly to Jira, Confluence, Jira Service Management and selected internal business applications.

This is a Junior / L1 support role, suitable for someone with first experience in helpdesk, service desk or application support who wants to develop towards business applications administration. You will handle basic user requests, perform simple administrative tasks based on defined procedures, maintain support documentation and escalate more complex issues to senior team members or system owners..

Your daily responsibilities

> Provide 1st Line Support

• Act as the first point of contact for users requesting support with Jira, Confluence, Jira Service Management and selected business applications.

• Receive, classify, prioritise and update support tickets according to defined support processes.

• Resolve common user issues and questions related to access, permissions, Jira issues, boards, filters, dashboards, Confluence pages and spaces.

• Follow existing runbooks, checklists and procedures when handling recurring requests.

• Escalate more complex configuration, integration or technical issues to senior support specialists, system owners, vendors or development teams.

• Keep users informed about the status of their requests and ensure tickets are properly documented.

> Jira and Business Applications Support

• Support users in the day-to-day use of Jira, Confluence and Jira Service Management.

• Help with basic administrative tasks such as user access requests, group membership, project roles, space permissions, filters and dashboards.

• Assist with simple configuration changes under supervision or according to documented procedures.

• Help users understand how to use Jira and Confluence effectively in their daily work.

• Gather required information for more complex Jira/JSM issues before escalating them to senior administrators.

> Documentation and knowledge sharing

• Create and update simple user guides, FAQs and support documentation.

• Document recurring questions, known issues and simple workarounds.

• Help maintain internal support procedures and knowledge base content.

• Share observations and improvement ideas based on user feedback and recurring support cases.

We need you to have

• First experience in a 1st line helpdesk, service desk, IT support, application support or customer support role.

• Basic hands-on experience with Jira and Confluence as a user, support person or junior administrator.

• Understanding of how ticketing systems work and how to communicate with users through support tickets.

• Ability to perform initial troubleshooting, collect relevant information and clearly document issues before escalation.

• Basic understanding of user access, permissions, groups, projects, spaces, filters or dashboards.

• Good communication skills in English, with the ability to support both technical and non-technical users.

• Customer-focused mindset, patience and willingness to help users solve day-to-day problems.  

• Eagerness to learn Jira administration, business applications support and IT service management practices.

Would Be Great If You Have

• Previous exposure to Jira Service Management.

• Basic knowledge of Jira administration, for example project roles, permission schemes, workflows, issue types, filters or dashboards.

• Experience supporting users in tools such as Confluence, Slack, Google Workspace, Microsoft 365, Okta or other SaaS applications.

• Basic understanding of ITIL, incident management or request fulfilment.

• Experience creating simple documentation, FAQs or knowledge base articles.

• Basic French language skills.

• Interest in developing towards Business Applications Support, Jira Administration or IT Service Management.

Our Technology Stack

• Jira  

• Confluence  

• Jira Service Management

• Okta or other access management tools

• Selected SaaS business applications

• Internal knowledge base and documentation tools

Our offer

In addition to great company and challenging projects, we can offer much, much more:

• Possibility to choose from onsite (in Lodz, Poland), hybrid or remote work

• B2B or Employment Contract – you choose

• Remuneration on B2B contract: 600–750 PLN net/day

• Remuneration on Employment Agreement: 9.000–11.000 PLN gross per month