Job Description

The Role

As an Application Support Specialist – Shipping, you will play a critical role in enabling SaaS applications for the organization. The role focuses on Level 2 support, issue resolution, root cause analysis, onboarding, and collaboration with internal and external stakeholders to ensure operational continuity and application stability.

SaaS Support

• Provide Level 2 support for a range of SaaS applications, including issue resolution and root cause analysis.

• Respond promptly to SaaS-related incidents and service requests, minimizing business disruption.

• Escalate complex issues to Level 3 support or development teams as needed and track until resolution.

• Communicate effectively with external partners, stakeholders, and SaaS providers.

Technical Expertise

• Maintain a strong understanding of the organization's application portfolio, including configurations, integrations, and dependencies at a basic to intermediate level.

• Assist in documenting Standard Operating Procedures (SOPs) and best practices for application support.

Problem Identification and Resolution

• Analyze reported issues to identify trends and recurring problems.

• Proactively monitor application performance, identify potential bottlenecks, and implement preventive solutions.

Communication and Collaboration

• Work closely with cross-functional teams, including developers, DBAs, infrastructure, and escalation management teams.

• Communicate with end-users to gather information, provide updates, and guide on best practices.

Documentation and Knowledge Sharing

• Maintain comprehensive documentation of resolved issues, troubleshooting steps, and solutions.

• Contribute to the organization's knowledge base to empower Level 1 support and end-users.

Quality Assurance

• Ensure solutions are based on validated knowledge documentation and not assumptions.

• Proven experience (2–7 years) in application support, including Level 2 roles.

• Basic or end-to-end knowledge of the shipping lifecycle.

• Familiarity with EDI and SQL.

• Excellent analytical and problem-solving skills.

• Effective communication and interpersonal abilities.

• Familiarity with ITIL or other IT Service Management frameworks is a plus.

• Certifications related to specific applications or platforms are beneficial.

Hapag-Lloyd is one of the world’s leading liner shipping companies, connecting businesses and people across more than 600 ports worldwide With a fleet of over 300 modern container ships and a vessel capacity of 2.5 million TEU, we keep global trade moving reliably every day.

Our global network spans 140 countries, 400 offices, and a growing portfolio of terminal and infrastructure investments. This scale enables us to deliver consistent, high‑quality service across continents and to support our customers in even the most complex supply chains.

When you join us, you become part of more than 18,000 colleagues working across borders, functions, and cultures, to not only to deliver quality for our customers, but to create innovation and opportunities across roles, regions, and perspectives.

We believe that every exploration is a chance to grow, and every port is a place to belong.