About this role
Application Support Engineer (IoT)
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
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Education and Experience
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Telecommunications, Engineering, or related background.
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Experience in Application Support / Production environments.
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Experience with ticketing tools (e.g., ServiceNow, Jira).
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Understanding of ITIL processes and service management frameworks.
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Technical Skills
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Knowledge of IP networks, IoT devices, and VPN technologies.
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Experience with monitoring and troubleshooting tools.
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Background in telecom technologies (SIM, IoT ecosystems).
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Knowledge of GSMA specifications (SGP.02, SGP.22, SGP.32) is a plus.
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Experience with IoT platforms or applications is a plus.
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Excellent English communication skills (written and spoken).
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Soft Skills
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Strong analytical and problem-solving mindset.
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Team-oriented with good communication skills.
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Strong organizational, time management, and follow-up capabilities.
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Ability to work under pressure in fast-paced environments.
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Proactive attitude with continuous learning mindset.
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What’s great about working with us
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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.
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Global Collaboration: Work collaboratively with stakeholders around the globe.
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Career Development: Benefit from continuous training, coaching, and talent development programs.
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Social Benefits: flexible compensation (transport tickets, training, private insurance), etc.
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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!
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Work-Life Balance: Hybrid Model of work (Monday to Friday 5pm-1am; 3 days of remote work).
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Location: Sant Joan Despí. Easily accessible by public transport.
Job Details
- Job Title: Application Support Engineer (IoT)
- Business Sector: Giesecke + Devrient Mobile Security TCD Iberia S.L.
- Av. Baix Llobregat 3 5 08970 Sant Joan Despí
- Location: Sant Joan Despí (BCN), ES
- Career level: Experienced and Graduates
- Job Type: Fulltime, Permanent