Application Support Analyst
At a glance
Mid-level IT Support & Helpdesk role at Zilch. Remote, Lithuania · full-time.
Pay not stated IT Support & Helpdesk salary
remoteroles summary, based on the employer's posting.
What you'll do
- Investigate and reproduce difficult application faults, then provide second-line support through to resolution
- Work with Customer Service, Business Operations and other teams to address application needs and urgent business requests
- Write knowledge articles that help internal teams use core applications without relying on support
- Handle business data carefully, improve support tools and practices, and contribute to technical projects
- Keep customer-critical systems running smoothly while working with the Application Management team
What you bring
- You have worked in a comparable application support role and can manage your own workload while collaborating with a team
- You understand APIs and integrations, data security, and how to apply sound processes to business applications
- You can use SQL to run queries and make data fixes
- You can explain technical problems clearly to people without a technical background and solve issues analytically
- You are comfortable using AI tools in daily work to troubleshoot, improve efficiency and support decisions
Who this fits
This role suits a mid-level support analyst who enjoys investigating application problems, improving internal teams’ use of systems, and keeping customer-facing services reliable. It is a full-time remote position based in Lithuania.
From the employer
Who we are:
We're one of Europe's fastest-growing fintech companies – on a mission to create the world's most empowering way to pay.
We launched the product in 2020 and achieved double unicorn status, valued at $2 billion, and since then have taken on more than 6 million customers.
Our mission is to become the best way to pay for anything, anywhere and say goodbye to credit costs for everyone. This is huge. Want to join us?
About the role:
We’re looking for an Application Support Analyst that can come in and hit the ground running with taking our new set of internal business applications to the next level. This role will be working closely with the Customer Service and Business Operations teams looking to bring a dynamic and fresh approach to the usage of the core applications in their departments. The successful candidate will have been in a similar role before and have a tenacious attitude to best practice and versatility. They will also be able to collaborate with the rest of the Application Management team on other day to day tasks ensuring Zilch’s Core application smooth operation. Caring for our customers, both internal and external is paramount.
Day-to-day responsibilities will include:
Deliver 2nd line technical support, conducting in-depth investigation, analysis, and replication of complex technical issues to drive resolution and ensure a high standard of customer satisfaction.
Collaborate closely with cross-functional teams to identify application needs and deliver interim solutions for time-critical business requirements
Creating knowledge base articles to help our internal teams become self-sufficient
Working with our data ensuring we store and process information securely and effectively
Working in an agile environment on systems which are critical for our customers
Continually improving our tooling, practices, and knowledge
Participate in proactive technical projects and broader technology initiatives
What we're looking for:
An individual who is wholehearted about keeping our customers happy and our systems humming
Strong analytical skills and ability to problem-solve
Excellent communication skills, with the ability to translate complex technical issues to non-technical stakeholders
Strong understanding of APIs and integrations
Demonstrated ability to implement best-practice processes and application usage
Ability to manage own work pipeline as well as work as part of a team
Strong awareness of data security best practices
Experience working with SQL, performing data fixes and queries
Highly organised and able to consistently hit targets
Adaptive, with a focus on personal technical growth to keep pace with the evolving needs of the business
Comfortable using AI tools to improve efficiency, troubleshoot issues, and support decision-making in day-to-day operations
Bonus skills:
Experience supporting AWS systems
Experience working with and supporting Intercom or similar (e.g Zendesk/ JIRA)
Experience implementing and supporting business applications (e.g., CRM and ERP systems)
Experience supporting REST-integrated systems
SQL and/or Python scripting
Experience using AI/LLM tools (e.g., Copilot, ChatGPT, Claude) to support scripting, data analysis, or workflow automation
Usage of low-code integration platforms
Exposure to caching systems like Redis or Memcached
Exposure to workflow management systems
Experience with data analytics tools like Datadog or AWS CloudWatch
What you'll get:
The base salary for this position is from €2083 to €3,333 gross (before taxes) monthly.
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