Independent Java Expert for Level 2 & 3 product Support

itensia limited | Job Opening No agencies , only Independent freelancers who are ready to work 40 hours a week Java Technical Support Engineer (L2/L3 Production Support) Java | Spring Boot | Microservices | APIs | SaaS Platform 📍 Location: India or Philippines (Remote/Hybrid based on business requirements) 🕒 Experience: 5–7 Years ⸻ About iTensia Limited iTensia Limited is a global technology consulting and managed services company delivering enterprise solutions across Cloud, AI, Enterprise Applications, IT Operations, and Digital Transformation. We are currently expanding our dedicated Production Support team for one of our international logistics technology clients operating a high-volume multi-carrier shipping and fulfillment SaaS platform. This opportunity is ideal for engineers who enjoy solving complex production problems, working with modern Java-based microservices, APIs, cloud platforms, and enterprise integrations. ⸻ Role Overview As a Technical Support Engineer (L2/L3 Production Support), you will play a critical role in maintaining the availability, stability, and performance of a mission-critical logistics SaaS platform. This is a highly technical engineering role—not a customer support position. You will investigate production incidents, perform root cause analysis, troubleshoot APIs and integrations, analyze application logs, and collaborate with Engineering teams to deliver permanent fixes. The role also includes limited L1 production triage whenever business needs require additional coverage. ⸻ Key Responsibilities Production Support & Incident Management * Own L2/L3 production incidents from investigation through resolution. * Perform initial L1 production triage whenever required. * Troubleshoot application, integration, API, and infrastructure-related production issues. * Prioritize incidents according to defined SLAs and business impact. * Conduct Root Cause Analysis (RCA) and recommend permanent corrective actions. * Coordinate with Engineering teams for code fixes while maintaining ownership until closure. * Participate in production releases, deployment validations, and post-release monitoring. ⸻ API & Integration Troubleshooting * Troubleshoot REST and SOAP APIs using Postman or equivalent tools. * Analyze HTTP requests, responses, authentication, payloads, and status codes. * Diagnose failures involving third-party carrier integrations and partner APIs. * Validate connectivity between internal and external systems. * Differentiate application issues from network, infrastructure, or third-party failures. ⸻ Application Monitoring & Observability * Monitor application health using Splunk, ELK, Datadog, or similar observability platforms. * Investigate logs, metrics, dashboards, and alerts. * Identify recurring production issues and recommend monitoring improvements. * Improve alerting accuracy to reduce false positives and production noise. ⸻ Database & Backend Troubleshooting * Execute SQL queries to investigate production data. * Troubleshoot issues involving MySQL and PostgreSQL databases. * Analyze backend processing failures. * Investigate scheduled jobs, asynchronous processing, and messaging failures. ⸻ Engineering Collaboration * Work closely with Software Engineers, Product Managers, QA, and DevOps teams. * Support deployment validation and production releases. * Maintain technical documentation, runbooks, and troubleshooting guides. * Contribute to continuous process improvement initiatives. ⸻ Automation & Continuous Improvement * Develop operational runbooks. * Automate repetitive production support tasks. * Improve incident response processes. * Reduce Mean Time To Resolution (MTTR). * Contribute to the internal knowledge base. ⸻ Required Skills Education * Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline. Experience * 5–7 years of experience in: * Production Support * Application Support * Technical Support * Backend Engineering * SaaS Platform Support ⸻ Technical Skills Candidates should possess hands-on experience with: Backend Technologies * Java * Spring Framework * Spring Boot * Microservices Architecture APIs * REST APIs * SOAP Web Services * Postman * API troubleshooting * Authentication (OAuth, JWT, API Keys) Databases * MySQL * PostgreSQL * SQL Query Optimization Monitoring & Observability * Splunk * ELK Stack * Datadog * Application log analysis Operating Systems * Linux * Unix * Shell commands * Log investigation Tools * Jira * Git * Maven/Gradle ⸻ Preferred Skills Experience with any of the following will be an added advantage: * AWS * Azure * Google Cloud Platform * Docker * Kubernetes * Kafka * RabbitMQ * ActiveMQ * Redis * Nginx * Apache Tomcat * Jenkins * CI/CD Pipelines * Angular * HTML/CSS * JSON/XML * Swagger/OpenAPI ⸻ Domain Experience (Preferred) Experience supporting platforms within: * eCommerce * Logistics * Shipping * Supply Chain * Warehouse Management * Fulfillment Platforms Experience working with carrier APIs including: * FedEx * UPS * DHL * Canada Post * Purolator will be considered a strong advantage. ⸻ Soft Skills We are looking for engineers who demonstrate: * Excellent analytical and troubleshooting skills * Strong ownership and accountability * Ability to work under pressure during production incidents * Strong communication and documentation skills * Ability to manage multiple priorities * Continuous learning mindset * Team collaboration across Engineering, DevOps, and Product teams ⸻ Success Metrics The successful candidate will be measured on: * SLA compliance * Incident resolution time (MTTR) * Root Cause Analysis quality * First-Time Resolution rate * Production stability improvements * Knowledge base contributions * Automation initiatives * Customer-impact reduction * Engineering collaboration ⸻ Why Join iTensia Limited? * Work with international enterprise clients * Exposure to large-scale SaaS and cloud-native platforms * Hands-on experience with modern microservices architecture * Opportunity to work alongside highly experienced engineering teams * Career growth into Senior Production Support, Site Reliability Engineering (SRE), DevOps, or Software Engineering * Collaborative, innovation-driven work culture * Competitive salary and performance incentives ⸻ Hiring Process 1. HR Screening 2. Technical Assessment 3. Technical Interview (L2/L3 Support & Java) 4. Client Technical Interview 5. Final HR Discussion 6. Offer & Onboarding