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 o

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