Application Support Engineer (L2) – Freelance – Milan, Italy - Freelance

Contract: Freelance, long-term (12 months minimum, extension likely)
Start date: January 2027
Location: Milan, Italy, with on-site presence at the beginning of the assignment.
Languages: Italian (fluent, mandatory) and English (fluent, mandatory). French is a plus.

About the role

Our client, an international group in digital mobility services, is expanding its platform to a new European market. The migration of around 40,000 customers will take place in 2027. To support it, it is looking for an L2 Support Engineer to join its Support Operations team and be the technical point of contact for the local customer care teams.

You will investigate and resolve complex application, integration and customer-impacting issues. You will act as the bridge between local Level 1 customer care, Product, Engineering and external partners. This is a hands-on role in a critical, high-visibility programme.

Key responsibilities

• Investigate and troubleshoot complex production incidents.

• Analyze logs, API responses, database records and monitoring tools to identify root causes.

• Manage incidents according to business impact and SLAs.

• Coordinate major incident communications and stakeholder updates.

• Diagnose issues across web and mobile applications, backend services, APIs, authentication systems and third-party integrations.

• Run data analysis using SQL and API testing tools.

• Collaborate with Engineering and Product teams, write detailed bug reports and support release validation.

• Train and coach local Level 1 teams on the ticketing process and basic troubleshooting. Collect their feedback and act as their L2 point of contact.

• Maintain knowledge articles and drive continuous improvement.

Success criteria

• Independently manage L2 investigations and escalations.

• Reduce MTTR for operational incidents.

• Improve documentation and knowledge sharing.

• Drive root cause analysis and preventative actions.

Process

Two interviews, then a decision.