Freelance L2 Web Application Support Engineer (m/w/d)

Job Description

We are looking for an experienced L2 Web Application Support Engineer to provide advanced e-commerce support to Japanese business users. The engineer is the key link between the Japanese Ecom team and the European L2/L3 Support Teams.

The role covers complex incident handling, troubleshooting, data analysis, configuration changes, bug fixes, escalation coordination and service delivery across international teams.

Key Responsibilities:

• Provide L2 support for a worldwide composable e-commerce platform and in-house customer-facing digital products.
• Investigate, troubleshoot and resolve complex incidents across:
  • Content & CMS; list and search tools; product catalog
  • Consumer & CRM data; user authentication and account access
  • Order management, cart, checkout and payment
  • Post-purchase, shipping, exchanges and returns
• Analyse data, adapt configurations and develop bug fixes.
• Act as the primary bridge between the Japanese Ecom team and the European Support Teams, translating technical and business requirements.
• Manage incident escalations and coordinate with L2/L3 support teams.
• Monitor service quality, KPIs and ticket backlog and operational reports.
• Contribute to root cause analysis and problem management.
• Maintain operational documentation and knowledge articles; contribute to continuous improvement.

Qualifications

• 3+ years in L2 web application support, ideally in an international organization.
• Alternatively: 5+ years as a software developer, including about 2 years in application support.
• Web development: JavaScript, TypeScript, React / Next.js, HTML; front-end and back-end troubleshooting.
• Git (GitHub / GitLab), CI/CD and monorepo workflows.
• Microservices architecture, REST APIs and message queuing; API tools (Postman / Insomnia).
• Cloud and data: AWS (Lambda, SQS), MySQL, MongoDB Atlas.
• Solid understanding of e-commerce flows: order lifecycle (creation, shipping, cancellation, refunds), payment authorization and capture, catalog and search, inventory, pricing, promotions, etc.
• Working knowledge of ITIL and experience with a ticketing tool (ServiceNow, Jira, Remedy or similar).
• Native Japanese (mandatory).
• Fluent English, written and spoken, used daily with international teams (mandatory).

Nice to Have:

• Web & E-commerce tools knowledge: Vercel, Fluent Commerce, Adyen, Contentful, Algolia, Talon.One, Dynamic Yield.
• Identity: Azure Entra ID, Auth0.
• Observability and monitoring tools (Grafana, Sentry, Dash0 or similar).
• AI assistants (Microsoft Copilot, Claude) used for troubleshooting and development.
• Technical, development or methodology certifications.
• ITIL Foundation certification.

Additional Information

This is a hybrid role with one day per week onsite in Tokyo (Shinjuku Eastside).

All our positions are open to both women and men and are, of course, open to people with disabilities.

Company Description

Everience is an international consulting group delivering AI-augmented digital services and placing people at the heart of the AI revolution.

With a presence in Europe, Africa, Asia and America, Everience offers its 4,000-strong workforce the most demanding and stimulating environment in which to transform and develop their skills, learning about new AI-based roles and building their future employability.

Through its Symbiotic Academy the group offers a unique hub for training, practical application and exchange where everyone can experiment, learn, and progress in the fields of artificial intelligence and data.

In accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace, Everience is making the augmented employee the driving force of a “symbiotic age”, where AI enhances talents and opens up new career opportunities.