Application Support Engineer (IoT)

Giesecke+Devrient; Sant Joan Despí; Híbrido; EUR 42.000 - 58.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Culture and diversity

Global Collaboration

Career Development

Own Canteen

Work-Life Balance

Descripción de la vacante

Giesecke+Devrient in Sant Joan Despí seeks an Application Support Engineer (L2) to provide advanced production support, bridging frontline teams, engineering, and external suppliers.

You will own incidents end-to-end, ensure SLA/KPI compliance, enable L1 teams, and drive continuous improvements. Requires ITIL knowledge and strong English communication in a fast-paced environment.

Formación

• Experience in Application Support / Production environments.
• Knowledge of IP networks, IoT devices, and VPN technologies.
• Excellent English communication skills (written and spoken).

Responsabilidades

• 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.

Conocimientos

Incident management

End-to-end ownership

Customer communication

Troubleshooting

SLA/KPI management

Educación

Telecommunications or Engineering background

Herramientas

ServiceNow

Jira

ITIL

Descripción del empleo

G+D makes the lives of billions of people around the world more secure. We shape trust in the digital age with built-in security tech in three segments: 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 collaboration 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

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

• 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.


• 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.

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.