Application Support Engineer (IoT)

Giesecke & Devrient GmbH; Sant Joan Despí; In loco; EUR 42.000 - 64.000; Tempo pieno

Descrizione del lavoro

Giesecke + Devrient Mobile Security TCD Iberia S.L. is seeking an Application Support Engineer (L2) to provide advanced support for production environments.

You will act as a bridge between L1 support, engineering, internal departments, and external suppliers to resolve incidents and drive continuous service improvement. The role emphasizes end-to-end ownership of incidents, SLA/KPI compliance, enabling L1 teams, and maintaining application stability and availability in a fast-paced environment.

Competenze

• Experience in Application Support / Production environments.
• Knowledge of IP networks, IoT devices, and VPN technologies.
• Experience with ticketing tools incl. ServiceNow and Jira.
• Understanding of ITIL processes and service management.

Mansioni

• End-to-end incident and service request ownership.
• Act as Incident Manager when required.
• Ensure SLA compliance and proper prioritization.
• Troubleshoot and resolve technical issues.
• Escalate issues to L3 and document knowledge sharing.

Conoscenze

English communication

Analytical mindset

Time management

Teamwork

Formazione

Engineering or Telecom background

Strumenti

ServiceNow

Jira

Descrizione del lavoro

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Cutting-edge technology for secure payment and connectivity.

Location: Sant Joan Despí (BCN), ES

G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within G+D.

We are the reliable partner for all challenges resulting from the Internet of Things. We offer a complete connectivity portfolio for mobile network operators, automotive manufacturers, technology companies such as chip and module manufacturers as well as transport and logistics providers. Our portfolio includes highly secure solutions in the area of connectivity & IoT, from classic SIM, eSIM and iSIM, to the associated embedded operating systems and life cycle management, through to services for global connectivity and IoT solutions. Do you want to actively shape the digital transformation with us?

Mission / Role Purpose

TheApplication 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

Act asIncident Managerwhen 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.

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.

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.

Giesecke + Devrient Mobile Security TCD Iberia S.L.