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

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  End-to-end ownership of incidents and service requests.

  
  


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  Ensure SLA and KPI compliance.

  
  


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  Enable L1 teams and improve First Contact Resolution (FCR).

  
  


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  Ensure application stability and service availability.

  
  


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  Promote continuous improvement initiatives.

  
  

Key Responsibilities

Service Operations & Ticket Management

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  Manage support tickets (INC / SRQ / PRB / CHG).

  
  


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  Act as Incident Manager when required.

  
  


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  Ensure SLA compliance and proper prioritization.

  
  


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  Handle customer communication and escalations.

  
  


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  Perform troubleshooting and technical issue resolution.

  
  


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  Conduct root cause analysis for recurring incidents.

  
  


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  Escalate issues to L3 when necessary and follow through to resolution.

  
  


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  Maintain proper documentation and contribute to knowledge sharing.

  
  

Qualifications

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.

  
  

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).

  
  

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.

  
  

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.

  
  

Privacy Notice

The personal data you provide will be processed to manage your application in accordance with the GDPR and our Privacy Policy, available at Data Privacy | G+D.

$$ 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=27318&career_ns=job_application