{"id":3685412,"url":"https://alion.io/job/insightsoftware-freelance-l2-web-application-support-engineer-mwd","title":"Freelance L2 Web Application Support Engineer (m/w/d)","company":{"id":786,"name":"Insightsoftware","domain":"insightsoftware.com","url":"https://alion.io/company/insightsoftware","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":77,"open_postings":25,"ghost_share":0,"stale_share":0.92,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"freelance","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tokyo, Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"AWS Lambda","optional":false},{"name":"CI/CD","optional":false},{"name":"Git","optional":false},{"name":"GitHub","optional":false},{"name":"GitLab","optional":false},{"name":"Insomnia","optional":false},{"name":"ITIL","optional":false},{"name":"JavaScript","optional":false},{"name":"Jira","optional":false},{"name":"MySQL","optional":false},{"name":"Next.js","optional":false},{"name":"Postman","optional":false},{"name":"React.js","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"TypeScript","optional":false},{"name":"Algolia","optional":true},{"name":"Auth0","optional":true},{"name":"Azure","optional":true},{"name":"Claude","optional":true},{"name":"Copilot","optional":true},{"name":"Grafana","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"Sentry","optional":true},{"name":"Vercel","optional":true}],"status":"live","first_seen_at":"2026-11-03T14:33:51Z","employer_posted_date":null,"last_verified_at":"2026-11-03T14:33:51Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Company Description\nEverience is an international consulting group delivering AI-augmented digital services and placing people at the heart of the AI revolution.\nWith 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.\nThrough 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.\nIn 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.\nJob Description\nWe 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.\nThe role covers complex incident handling, troubleshooting, data analysis, configuration changes, bug fixes, escalation coordination and service delivery across international teams.\nKey Responsibilities:\nProvide L2 support for a worldwide composable e-commerce platform and in-house customer-facing digital products.\nInvestigate, troubleshoot and resolve complex incidents across:Content & CMS; list and search tools; product catalog\nConsumer & CRM data; user authentication and account access\nOrder management, cart, checkout and payment\nPost-purchase, shipping, exchanges and returns\n\nAnalyse data, adapt configurations and develop bug fixes.\nAct as the primary bridge between the Japanese Ecom team and the European Support Teams, translating technical and business requirements.\nManage incident escalations and coordinate with L2/L3 support teams.\nMonitor service quality, KPIs and ticket backlog and operational reports.\nContribute to root cause analysis and problem management.\nMaintain operational documentation and knowledge articles; contribute to continuous improvement.\nQualifications\n3+ years in L2 web application support, ideally in an international organization.\nAlternatively: 5+ years as a software developer, including about 2 years in application support.\nWeb development: JavaScript, TypeScript, React / Next.js, HTML; front-end and back-end troubleshooting.\nGit (GitHub / GitLab), CI/CD and monorepo workflows.\nMicroservices architecture, REST APIs and message queuing; API tools (Postman / Insomnia).\nCloud and data: AWS (Lambda, SQS), MySQL, MongoDB Atlas.\nSolid understanding of e-commerce flows: order lifecycle (creation, shipping, cancellation, refunds), payment authorization and capture, catalog and search, inventory, pricing, promotions, etc.\nWorking knowledge of ITIL and experience with a ticketing tool (ServiceNow, Jira, Remedy or similar).\nNative Japanese (mandatory).\nFluent English, written and spoken, used daily with international teams (mandatory).\nNice to Have:\nWeb & E-commerce tools knowledge: Vercel, Fluent Commerce, Adyen, Contentful, Algolia, Talon.One, Dynamic Yield.\nIdentity: Azure Entra ID, Auth0.\nObservability and monitoring tools (Grafana, Sentry, Dash0 or similar).\nAI assistants (Microsoft Copilot, Claude) used for troubleshooting and development.\nTechnical, development or methodology certifications.\nITIL Foundation certification.\nAdditional Information\nThis is a hybrid role with one day per week onsite in Tokyo (Shinjuku Eastside).\nAll our positions are open to both women and men and are, of course, open to people with 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