XPT Software Australia Pty Ltd | Contract
L2 Production Application Support
Adelaide, Australia | Posted on 03/23/2026
* XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company
* XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.
* We have 120+technocrats in Australia working at our clientlocations.
* XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
* We have served100+ clients globally, fulfilling their onsite-offshoreneeds.
Job Description
Role Overview
The L2 Application Support Engineer will provide production application support during business hours for the ClickSoftware Field Service Edge (FSE) platform. The role is responsible for ensuring operational stability, incident resolution, and service continuity of field service planning, scheduling, dispatch, and mobility processes. This role works closely with L1 support / customer / business users to analyse escalated issues and restore services within agreed SLAs, while coordinating with L3 or vendor teams (Salesforce Support) when required.
Key Responsibilities
* Production Support (BusinessHours): Provide Level 2 production support during business hours for ClickSoftware Field Service Edge. Ensure uninterrupted support for critical business operations including scheduling, dispatch, and mobile workforce execution. Act as the primary L2 escalation point for issues raised by L1 support / customer / business users.
* Incident Management & Service Restoration: Analyze and resolve incidents escalated from L1 support / customer / business users within defined SLAs. Troubleshoot functional and technical issues related to:
o Scheduling and dispatch execution
o Work order and appointment processing
o User access, role issues, and Permissions
o Mobile workforce synchronization and offline data conflicts
Provide effective workarounds to restore production services with minimal business impact.
* Problem Management & Root Cause Analysis: Perform root cause analysis for recurring or high-impact production incidents. Identify underlying data, configuration, or process issues and recommend corrective actions. Maintain knowledge articles, known error records, and operational documentation to improve resolution efficiency.
* Configuration Support: Perform approved configuration changes, in line with change management processes, including:
o Skills, calendars, shifts, and territories
o Priorities, SLAs, and appointment booking rules
o User roles, permissions, and operational parameters (Global Settings)
Validate configuration changes in lower environments (Sandboxes) and support controlled deployment to production.
* Scheduling, Dispatch & Optimization Support: Support daily planning, scheduling, and dispatch operations. Investigate scheduling failures or degraded schedule quality (e.g., gaps in the Gantt, travel time issues) caused by:
o Capacity constraints or "Drip Feed" settings
o Skill mismatches or Objective/Rule violations
o Calendar, shift, or Street Level Routing (SLR) configuration issues
Resolve issues through configuration or data correction without impacting core optimization logic.
* Integration & Data Support: Monitor and support production integrations between ClickSoftware FSE and external systems (ERP, CRM, GIS). Investigate interface failures using API logs (REST/SOAP), data inconsistencies, and missing transactions. Coordinate with integration and middleware teams to ensure data accuracy and process continuity.
* Batch Jobs, Services & System Monitoring: Monitor production batch jobs, schedulers, and background services during business hours. Identify job failures or performance issues using FSE monitoring tools and initiate recovery or escalation as required. Perform routine production health checks to ensure system stability.
* Mobility (ClickMobile / Salesforce FSE Mobile) Support: Support mobile users for issues related to job sync, login/access, offline/online behaviour, and transaction completion. Coordinate with L1 support / customer / device teams for end‐user, MDM, or device‐related issues.
* Stakeholder Communication & Escalation: Communicate clearly with L1 support / customer / business users regarding issue status, impact, and resolution timelines. Escalate unresolved or complex issues to L3 or Salesforce vendor support with complete diagnostic information and impact analysis.
* Documentation & Reporting: Maintain incident records, RCA reports, SOPs, and operational runbooks. Provide regular production support status updates and operational reports during business hours.
Required Qualifications & Skills
Functional & Platform Knowledge
* Strong understanding of ClickSoftware Field Service Edge (FSE) functional areas including Workorders, appointments, dispatch, resources, skills, calendars, shifts, and territories.
* Familiarity with the Objects, Flows, and Permission Sets as it relates to FSE integration.
Support & ITSM Skills
* Hands‐on experience with L2 application support processes including incident, problem, and change management. Clear understanding of L1 / L2 / L3 support models and escalation flows.
Technical Skills
* SQL skills for production date validation and troubleshooting.
* Experience with API testing tools (e.g., Postman) and log analysis for troubleshooting integrations.
* Experience with ITSM tools such as ServiceNow or JIRA.
Soft Skills
* Exceptional communication, leadership, and stakeholder management skills to work effectively within a joint delivery model.
* Strong analytical and problem‐solving abilities to troubleshoot complex optimization and scheduling issues.
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