Mission / Role Purpose
The Application Support Engineer provides advanced application-level and operational support for production environments, bridging first-level support and engineering teams.The role focuses on incident, problem, change and service request handling, deep technical investigation, application operations, monitoring improvements, and continuous enablement of L1 support engineers.The position plays a key role in ensuring service stability, SLA compliance, and the continuous improvement of application support processes across multiple products and customers.
Key Objectives
1. Handle and resolve application-level incidents, problems, service requests and changes across supported platforms.
2. Ensure completeness, accuracy and quality of ticket handling and documentation.
3. Support, guide and train L1 Support Engineers to improve first contact resolution and operational maturity.
4. Actively monitor, investigate and restore application services and integrations.
5. Contribute to continuous improvement initiatives in monitoring, automation, documentation and operational procedures.
6. Ensure compliance with Professional Services processes, security and quality requirements.
Key Responsibilities
Service Operations & Ticket Management
7. Perform daily review and handling of application support ticket queues (INC / SRQ / CHG / PRB).
8. Monitor and manage the shared application support mailbox, ensuring timely response and appropriate ticket creation or escalation.
9. Act as advanced support for application-related incidents raised by L1 or monitoring tools.
10. Support Follow-the-Sun (FtS) queues by monitoring, resolving or reassigning incidents to the appropriate teams.
11. Ensure SLA targets and service operation KPIs are met.
Incident, Problem & Investigation Handling
12. Perform in-depth technical analysis and troubleshooting of application-related incidents and problems.
13. Carry out internal investigations using logs, databases, monitoring tools, documentation, GSMA specifications and knowledge bases.
14. Identify recurring issues and contribute to problem management activities when required.
15. Collaborate with Application Engineers, Database Engineers, IT Stack Engineers and R&D teams to resolve complex issues.
16. Track and follow up software defects and bugs through tools such as JIRA until resolution and validation.
Application & Platform Operations
17. Restore application services following alerts from monitoring platforms (e.g. Splunk ITSI).
18. Perform defined operational activities in production environments following approved procedures, including:
19. Profile state changes (via UI or scripts)
20. EID / ICCID / profile deletions
21. IP whitelisting
22. Troubleshoot and resolve data import errors across multiple application versions and customers.
23. Support specific application components such as e-Portal, simulators and notification services.
Customer & Business Operations Support
24. Coordinate and support recurring customer operational activities.
25. Coordinate certificate renewal activities with customers and internal teams.
26. Handle customer-specific operational requests requiring advanced application access or scripting.
27. Provide technical support for MNO notifications and integration-related issues.
Monitoring, Automation & Continuous Improvement
28. Configure, improve and maintain monitoring dashboards and alerts (e.g. Splunk, Thruk).
29. Identify gaps in monitoring and trigger corrective actions.
30. Design, test and support feasible automation processes for recurring Customer Support duties.
31. Perform operational maintenance activities such as disk space cleanup on application hosts.
32. Evaluate, improve and document work instructions, procedures and operational standards.
Knowledge Management & Enablement
33. Maintain and update L1 and application support documentation and procedures in Confluence.
34. Ensure accurate knowledge base and CMDB updates according to defined processes.
35. Train and support newcomers and existing L1 agents.
36. Act as on-call support for L1 agents when required.
37. Provide day-to-day guidance to L1 agents and L1 team leaders regarding operations and procedures.
Governance, Compliance & Planning
38. Follow Professional Services global policies, tools and procedures.
39. Ensure compliance with information security and service operation requirements.
40. Inform Customer Support leadership and the Global Resource Coordinator when unplanned work impacts planned activities.
41. Manage time according to assigned activities and ensure accurate time reporting.
42. Participate in continuous service quality improvement initiatives.
Required Technical Skills
43. Strong experience in application support and production operations.
44. Advanced operational knowledge of Linux operating systems.
45. Log analysis and troubleshooting of distributed applications.
46. Database knowledge (SQL / NoSQL – Oracle, Couchbase is a plus).
47. Experience with monitoring tools (Splunk, ITSI, Thruk, Nagios – plus).
48. Knowledge of ITIL-based service management processes (SNOW is a plus).
49. Bug tracking and collaboration with R&D teams (JIRA).
50. Scripting and operational tooling for production environments.
51. Knowledge of secure production environments.
Soft Skills
52. Ability to work accurately under pressure and adapt to change.
53. Strong analytical and problem-solving mindset.
54. High attention to detail and quality.
55. Strong written and verbal communication skills in English.
56. Team-oriented, proactive and learning-driven attitude.
57. Ability to document and explain technical topics clearly.
Optional / Senior-Level Additions
58. Advanced understanding of complex application ecosystems.
59. Experience with application onboarding, integration and configuration.
60. Automation and process optimization mindset.
61. Project coordination and stakeholder management skills.
62. Knowledge of mobile, telecom, SaaS and cloud-based solutions.
What’s great about working with us
63. 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.
64. Global Collaboration: Work collaboratively with stakeholders around the globe.
65. Career Development: Benefit from continuous training, coaching, and talent development programs.
66. Social Benefits: flexible compensation (transport tickets, training, private insurance), etc.
67. 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!
68. Work-Life Balance: Flexible working hours with the option to work remotely (M-Th 8.30 – 17.30 and Fri 8.30 – 15.30; 3 days of remote work).
69. Location: Sant Joan Despí. Easily accessible by public transport.
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