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

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.