h3SOFTWARE APPLICATION SUPPORT SPECIALIST – L2 /h3 pEmployment type: Full-time /p pWorking model: Remote or hybrid /p pSeniority: 5–10 years of relevant professional experience /p pBusiness unit: Customer Service Unit /p pEnvironment: International enterprise software projects /p h3ABOUT E-DEA /h3 pE-Dea is a leading technology provider for ferry companies, RoRo operators, ports and terminals. /p pOur software solutions support the management of more than 40 million passengers and 15 million vehicles. We operate in an international and business-critical environment, where service reliability, rapid incident resolution and continuous improvement are essential. /p pTo support our growth, we are looking for a Software Application Support Specialist to join our Customer Service Unit. /p h3THE ROLE /h3 pThe Software Application Support Specialist will provide second-level application support for an assigned portfolio of international customers. /p pThe role covers the complete lifecycle of incidents and service requests escalated by first-level support: initial triage, reproduction, technical diagnosis, workaround identification, resolution coordination, root-cause documentation and knowledge transfer. /p pThe successful candidate will work closely with the Service Desk, Customer Delivery, Product Development, QA, Release Management, DevOps, DBA and Cloud Operations teams. /p pThe position includes participation in an on-call rotation providing 24×7 coverage for critical incidents. /p h3MISSION /h3 pThe mission of the Software Application Support Specialist is to: /p ul liprovide rapid triage and resolution for high-priority incidents; /li liperform expert diagnostics across application, database and integration layers; /li lirestore customer service within the agreed SLA; /li liidentify effective workarounds and permanent corrective actions; /li liprovide the Product Business Unit with complete, evidence-based technical analyses; /li liimprove troubleshooting procedures, automated tests and the internal Knowledge Base. /li /ul h3KEY RESPONSIBILITIES /h3 h3Incident management and customer support /h3 ul liManage incidents and service requests escalated by first-level support. /li liReproduce, diagnose and categorize application issues. /li liVerify or propose adjustments to priority and severity according to the applicable SLA matrix. /li liCollect the information required for diagnosis, including logs, error messages, timestamps, affected transactions and reproduction steps. /li liMaintain clear and timely ticket updates throughout the incident lifecycle. /li liProvide customers and internal teams with workarounds, recovery instructions or usage guidance while a permanent solution is being prepared.

/li liParticipate in technical calls and war rooms for business-critical incidents. /li liSupport service restoration and recovery testing. /li /ul h3Technical diagnosis /h3 ul liInvestigate issues across application code, APIs, databases, integrations, application servers and messaging components. /li liAnalyze application logs, stack traces, JVM behaviour, thread pools, connection pools and SQL execution. /li liUse APM and log analytics tools such as Datadog or New Relic to identify bottlenecks, errors and code paths causing performance degradation. /li liDistinguish application defects from configuration, infrastructure, database, integration or data-quality issues. /li liPrepare complete diagnostic evidence for escalation to Product Development, QA, DBA, DevOps or Cloud Operations. /li liIdentify recurring issues and contribute to problem management activities. /li /ul h3Corrective actions and controlled fixes /h3 ul liIdentify and implement software corrections, configuration changes or hot-fixes for high-priority incidents when required. /li liProduce or update unit tests and automated regression tests related to the correction. /li liPerform smoke tests and document the expected outcome, deployment prerequisites and rollback procedure. /li liSupport QA and Release Management during validation and deployment. /li liEnsure that every production change follows the approved development, testing, authorization and release process. /li liPerform post-deployment verification and support the early-life monitoring of the correction. /li /ul h3Knowledge and continuous improvement /h3 ul liDocument root causes, analysis steps, corrections and preventive actions. /li liCreate and maintain troubleshooting guides, runbooks and Knowledge Base articles. /li liParticipate in Post-Incident Review sessions. /li liPropose corrective and preventive improvement actions; /li liUpdate troubleshooting playbooks based on lessons learned. /li liContribute to expanding the automated regression test suite. /li liTransfer knowledge to first-level support and other Customer Service Unit colleagues. /li /ul h3REQUIRED EXPERIENCE /h3 ul li5–10 years of relevant professional experience, including significant experience in application support, production support or application management services.

/li liExperience working in business-critical production environments governed by agreed service levels and incident priorities. /li liAbility to troubleshoot complex enterprise applications across application, database and integration layers. /li liGood hands-on experience with Java 8 or later. /li liGood knowledge of SQL and relational databases. /li liExperience with Spring Framework, Spring Boot, Hibernate and RESTful services. /li liExperience using application monitoring, APM or log analytics tools. /li liExperience working with international customers and distributed technical teams. /li liFamiliarity with ITIL-aligned incident, problem and change management processes. /li liExperience with ticketing systems such as Jira Service Management. /li liGood understanding of structured software development processes, including requirements management, configuration management, source control, testing and defect tracking. /li liDegree in Computer Engineering, Computer Science or a related discipline, or equivalent professional experience. /li liProfessional working proficiency in English, both written and spoken. /li /ul h3PREFERRED EXPERIENCE /h3 pExperience with some of the following technologies will be considered an advantage: /p ul liOracle Database or MySQL; /li liTomcat or Oracle WebLogic; /li liMaven and IntelliJ IDEA; /li liKeycloak; /li liJAX-WS and web services; /li liJasperReports; /li liAngular; /li liCI/CD and DevOps pipelines; /li liautomated testing tools and frameworks; /li litravel, transportation or ferry-industry software. /li /ul h3PERSONAL SKILLS /h3 ul liStrong analytical and troubleshooting capabilities. /li liAbility to remain structured and effective during critical incidents. /li liClear written and verbal communication. /li liCustomer and service orientation. /li liAbility to work independently in a remote or hybrid environment. /li liAbility to collaborate with developers, QA engineers, infrastructure specialists and business stakeholders. /li liAccuracy in documenting evidence, decisions and technical actions. /li liWillingness to participate in an on-call rotation for critical incidents. /li /ul h3WHAT WILL YOU FIND /h3 ul liA Team supporting enterprise software used by international transportation operators. /li liExposure to complex, business-critical production environments. /li liCollaboration with multidisciplinary teams across application development, QA, DevOps, database and cloud technologies. /li liThe opportunity to develop advanced troubleshooting and performance-analysis capabilities. /li liA remote or hybrid working model. /li liA professional environment focused on service reliability, technical quality and continuous improvement. /li /ul #J-18808-Ljbffr

Software Application Support Specialist - Enterprise Software

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