Mission / Role Purpose

The Application Support Engineer (L2) provides advanced application and operational support for production environments, acting as a bridge between frontline (L1) support, engineering teams, internal departments, and external suppliers.The role focuses on incident resolution, troubleshooting, escalation management, and continuous service improvement.

Key Objectives

- End-to-end ownership of incidents and service requests.

- Ensure SLA and KPI compliance.

- Enable L1 teams and improve First Contact Resolution (FCR).

- Ensure application stability and service availability.

- Promote continuous improvement initiatives.

Key Responsibilities

Service Operations & Ticket Management

- Manage support tickets (INC / SRQ / PRB / CHG).

- Act as Incident Manager when required.

- Ensure SLA compliance and proper prioritization.

- Handle customer communication and escalations.

- Perform troubleshooting and technical issue resolution.

- Conduct root cause analysis for recurring incidents.

- Escalate issues to L3 when necessary and follow through to resolution.

- Maintain proper documentation and contribute to knowledge sharing.

Qualifications

Education and Experience

- Telecommunications, Engineering, or related background.

- Experience in Application Support / Production environments.

- Experience with ticketing tools (e.g., ServiceNow, Jira).

- Understanding of ITIL processes and service management frameworks.

Technical Skills

- Knowledge of IP networks, IoT devices, and VPN technologies.

- Experience with monitoring and troubleshooting tools.

- Background in telecom technologies (SIM, IoT ecosystems).

- Knowledge of GSMA specifications (SGP.02, SGP.22, SGP.32) is a plus.

- Experience with IoT platforms or applications is a plus.





- Excellent English communication skills (written and spoken).

Soft Skills

- Strong analytical and problem-solving mindset.

- Team-oriented with good communication skills.

- Strong organizational, time management, and follow-up capabilities.

- Ability to work under pressure in fast-paced environments.

- Proactive attitude with continuous learning mindset.

What’s great about working with us

- Culture and diversity: Join a people-oriented environment with diverse nationalities, strong team spirit, and flat hierarchies where everyone speaks to everyone. We are an Equal Opportunity Employer and LGBT+ friendly.

- General Collaboration: Work collaboratively with stakeholders around the globe.

- Career Development: Benefit from continuous training, coaching, and talent development programs.

- Social Benefits: flexible compensation (transport tickets, training, private insurance), etc.

- Own Canteen: Take a break with our breakfast and lunch service, choose from a wide range of menus, salad desk, and sandwich options, all at affordable prices!

- Work-Life Balance: Hybrid Model of work (Monday to Friday 5pm-1am; 3 days of remote work).

- Location: Sant Joan Despí. Easily accessible by public transport.

$$ We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation.

$$ HR Team Spain $$ [email protected] $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career;_job_req_id=27650&career;_ns=job_application

📌 Application Support Engineer (IoT) (España)
🏢 Giesecke+Devrient
📍 España