SOFTWARE APPLICATION SUPPORT SPECIALIST – L2

Employment type: Full-time

Working model: Remote or hybrid

Seniority: 5–10 years of relevant professional experience

Business unit: Customer Service Unit

Environment: International enterprise software projects

ABOUT E-DEA

E-Dea is a leading technology provider for ferry companies, RoRo operators, ports and terminals.

Our 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.

To support our growth, we are looking for a Software Application Support Specialist to join our Customer Service Unit.

THE ROLE

The Software Application Support Specialist will provide second-level application support for an assigned portfolio of international customers.

The 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.

The successful candidate will work closely with the Service Desk, Customer Delivery, Product Development, QA, Release Management, DevOps, DBA and Cloud Operations teams.

The position includes participation in an on-call rotation providing 24×7 coverage for critical incidents.

MISSION

The mission of the Software Application Support Specialist is to:

- provide rapid triage and resolution for high-priority incidents;
- perform expert diagnostics across application, database and integration layers;
- restore customer service within the agreed SLA;
- identify effective workarounds and permanent corrective actions;
- provide the Product Business Unit with complete, evidence-based technical analyses;
- improve troubleshooting procedures, automated tests and the internal Knowledge Base.

KEY RESPONSIBILITIES

Incident management and customer support

- Manage incidents and service requests escalated by first-level support.
- Reproduce, diagnose and categorize application issues.
- Verify or propose adjustments to priority and severity according to the applicable SLA matrix.
- Collect the information required for diagnosis, including logs, error messages, timestamps, affected transactions and reproduction steps.
- Maintain clear and timely ticket updates throughout the incident lifecycle.
- Provide customers and internal teams with workarounds, recovery instructions or usage guidance while a permanent solution is being prepared.




- Participate in technical calls and war rooms for business-critical incidents.
- Support service restoration and recovery testing.

Technical diagnosis

- Investigate issues across application code, APIs, databases, integrations, application servers and messaging components.
- Analyze application logs, stack traces, JVM behaviour, thread pools, connection pools and SQL execution.
- Use APM and log analytics tools such as Datadog or New Relic to identify bottlenecks, errors and code paths causing performance degradation.
- Distinguish application defects from configuration, infrastructure, database, integration or data-quality issues.
- Prepare complete diagnostic evidence for escalation to Product Development, QA, DBA, DevOps or Cloud Operations.
- Identify recurring issues and contribute to problem management activities.

Corrective actions and controlled fixes

- Identify and implement software corrections, configuration changes or hot-fixes for high-priority incidents when required.
- Produce or update unit tests and automated regression tests related to the correction.
- Perform smoke tests and document the expected outcome, deployment prerequisites and rollback procedure.
- Support QA and Release Management during validation and deployment.
- Ensure that every production change follows the approved development, testing, authorization and release process.
- Perform post-deployment verification and support the early-life monitoring of the correction.

Knowledge and continuous improvement

- Document root causes, analysis steps, corrections and preventive actions.
- Create and maintain troubleshooting guides, runbooks and Knowledge Base articles.
- Participate in Post-Incident Review sessions.
- Propose corrective and preventive improvement actions.
- Update troubleshooting playbooks based on lessons learned.
- Contribute to expanding the automated regression test suite.
- Transfer knowledge to first-level support and other Customer Service Unit colleagues.

REQUIRED EXPERIENCE

- 5–10 years of relevant professional experience, including significant experience in application support, production support or application management services.




- Experience working in business-critical production environments governed by agreed service levels and incident priorities.
- Ability to troubleshoot complex enterprise applications across application, database and integration layers.
- Good hands-on experience with Java 8 or later.
- Good knowledge of SQL and relational databases.
- Experience with Spring Framework, Spring Boot, Hibernate and RESTful services.
- Familiarity with JavaScript, Angular, HTML5 and CSS3.
- Experience using application monitoring, APM or log analytics tools.
- Experience working with international customers and distributed technical teams.
- Familiarity with ITIL-aligned incident, problem and change management processes.
- Experience with ticketing systems such as Jira Service Management.
- Good understanding of structured software development processes, including requirements management, configuration management, source control, testing and defect tracking.
- Degree in Computer Engineering, Computer Science or a related discipline, or equivalent professional experience.
- Professional working proficiency in English, both written and spoken.

PREFERRED EXPERIENCE

Experience with some of the following technologies will be considered an advantage:

- Oracle Database or MySQL;
- Tomcat or Oracle WebLogic;
- Maven and IntelliJ IDEA;
- Keycloak;
- RabbitMQ;
- JAX-WS and web services;
- Vaadin;
- JasperReports;
- Bootstrap;
- Angular;
- CI/CD and DevOps pipelines;
- automated testing tools and frameworks;
- Agile delivery methods;
- travel, transportation or ferry-industry software.

PERSONAL SKILLS

- Strong analytical and troubleshooting capabilities.
- Ability to remain structured and effective during critical incidents.
- Clear written and verbal communication.
- Customer and service orientation.
- Ability to work independently in a remote or hybrid environment.
- Ability to collaborate with developers, QA engineers, infrastructure specialists and business stakeholders.
- Accuracy in documenting evidence, decisions and technical actions.
- Willingness to participate in an on-call rotation for critical incidents.

WHAT WILL YOU FIND

- A Team supporting enterprise software used by international transportation operators.
- Exposure to complex, business-critical production environments.
- Collaboration with multidisciplinary teams across application development, QA, DevOps, database and cloud technologies.
- The opportunity to develop advanced troubleshooting and performance-analysis capabilities.
- A remote or hybrid working model.
- A professional environment focused on service reliability, technical quality and continuous improvement.

📌 Software Application Support Specialist - Enterprise Software (Napoli)
🏢 E-Dea Transport Technology
📍 Napoli