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.
- 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.
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.