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 Resp onsibilities
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-p

📌 Application Support Engineer (Sant Joan Despí)
🏢 Giesecke+Devrient
📍 Sant Joan Despí