• Provide technical product support for customer-reported incidents and service requests.

• Investigate application errors, unexpected behaviour, performance issues, and functional failures reported by customers. 

• Troubleshoot issues related to data processing, adapters, scheduled jobs, reports, search functionality, and application workflows. 

• Review application logs, Java stack traces, server logs, and Oracle database findings to identify the cause of reported issues. 

• Analyze Oracle SQL queries, database objects, indexes, locks, blocking sessions, and data-related problems. 

• Investigate issues involving Java code, custom scripts, business logic, and customer-specific configurations. 

• Reproduce reported issues in internal or customer non-production environments when possible. 

• Determine whether an issue is caused by the application, database, customization, configuration, environment, or customer data. 

• Provide customers with clear investigation updates, workarounds, resolutions, and validation steps. 

• Escalate confirmed software defects to Product Engineering with relevant logs, screenshots, technical findings, and reproducible steps. 

• Collaborate with Cloud Operations and database teams on application-server, database, infrastructure, deployment, and performance-related issues. 

• Support application restarts, service recovery, patches, fixes, and post-deployment validation when required. 

• Prepare Root Cause Analysis reports, Knowledge Articles, and internal troubleshooting documentation. 

• Monitor assigned cases and ensure timely acknowledgement, investigation, communication, and resolution within applicable service-level targets. 

• Participate in priority-incident troubleshooting calls and coordinate with internal teams until service is restored. 

• Work Schedule: EMEA Support Hours 

  The candidate must be willing to work in a shift aligned with European business hours and participate in weekend or on-call support rotations when required. 

Required Technical Skills 

• 2–4 years of experience in product support, application support, technical support, or enterprise software troubleshooting. 

• Good knowledge of Java, Java EE/J2EE, JDBC, and Java-based enterprise applications. 

• Strong working knowledge of Oracle Database and SQL. 

• Ability to analyse complex SQL queries and investigate database-performance issues. 

• Experience reviewing Java stack traces, application logs, server logs, and database logs. 

• Understanding of application servers and web servers such as Apache Tomcat, WebLogic, JBoss, Apache HTTP Server, or Nginx. 

• Working knowledge of Linux or Unix commands and server-level troubleshooting. 

• Experience supporting scheduled jobs, adapters, batch-processing, data imports, data exports, and enterprise reporting. 

• Basic understanding of REST and SOAP web services, XML, JSON, HTTPS, authentication, and connectivity. 

• Understanding of database indexes, locks, blocking sessions, execution plans, and query performance. 

• Experience using case-management, engineering, documentation, and monitoring tools such as Salesforce Service Cloud, Jira, Confluence, Grafana, Graylog, Splunk, or similar platforms. 

Preferred Qualifications 

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related technical discipline. 

• Experience supporting complex enterprise applications involving large-volume data processing, reporting, analytics, or scheduled jobs. 

• Experience troubleshooting customer-specific configurations, scripts, extensions, and custom code. 

• Familiarity with cloud-hosted and customer-managed enterprise environments. 

• Exposure to AWS or other cloud platforms. 

• Understanding of ITIL-based incident, problem, change, and knowledge-management practices. 

• Experience working with globally distributed Support, Engineering, Cloud Operations, and Database teams. 

Communication and Customer-Service Skills 

• Excellent verbal and written communication skills in English. 

• Ability to explain technical findings clearly to technical and non-technical stakeholders. 

• Strong customer-service mindset with end-to-end ownership of assigned cases. 

• Ability to prepare clear case updates, technical summaries, Root Cause Analysis reports, and Knowledge Articles. 

• Confidence in participating in customer-facing troubleshooting calls. 

• Ability to remain composed and organized during critical customer-impacting incidents. 

• Ability to manage customer expectations through timely, accurate, and professional communicatio