Senior Software Support Engineer (L2) – 24/7 Incident

E-Dea is seeking a Software Application Support Specialist to provide second-level support for an international customer portfolio. The role covers incident triage, diagnosis, workarounds and coordination across product development, QA and DevOps teams.

The position offers remote or hybrid working options, 24x7 on-call coverage for critical incidents, and a chance to contribute to continuous improvement of troubleshooting guides and knowledge bases.

Incident management and customer support for escalated issues.
Reproduce, diagnose and categorize application issues.
Verify or adjust priority/severity per SLA.
Collect diagnosis information: logs, timestamps, steps.
Maintain timely ticket updates throughout lifecycle.
Provide workarounds and guidance while permanent solution is prepared.
Participate in technical calls and war rooms for critical incidents.
Support production restoration and recovery testing.

5–10 years in application or production support.
Experience in production environments with SLAs.
Troubleshoot enterprise applications across app, DB, and integration layers.
Hands-on Java 8+ experience.
SQL knowledge and relational databases.
Experience with Spring, Spring Boot, Hibernate, RESTful services.
Experience with monitoring/APM/log analytics tools.
Experience with Jira Service Management.
Degree in CS/Computer Engineering or equivalent.
Professional working proficiency in English.

Remote or hybrid work
On-call rotation
International environment