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,

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