Mission / Role PurposeThe 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 ObjectivesEnd-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 ResponsibilitiesService Operations & Ticket ManagementManage 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.
QualificationsEducation and ExperienceTelecommunications, 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 SkillsKnowledge 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 SkillsStrong 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 environm

📌 Application Support Engineer (España)
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📍 España