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.
• Global Collaboration: Work collaboratively with stakeholders around the globe.
• Career Development: Benefit from continuous training, coaching, and talent development programs.
• Social

Benefits:
adaptable 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 (Sant Joan Despí)
🏢 Giesecke+Devrient
📍 Sant Joan Despí