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: flexible 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.

Privacy Notice

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