Application Support Engineer

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?
- Key Objectives:
- Ensure completeness, accuracy and quality of ticket handling and documentation.
- Support, guide and train L1 Support Engineers to improve first contact resolution and operational maturity.
- Contribute to continuous improvement initiatives in monitoring, automation, documentation and operational procedures.
- Ensure compliance with Professional Services processes, security and quality requirements.

Key Responsibilities
:Service Operations & Ticket Management
- Support Follow-the-Sun (FtS) queues by monitoring, resolving or reassigning incidents to the appropriate teams.
- Ensure SLA targets and service operation KPIs are met. Incident, Problem & Investigation Handling
- Carry out internal investigations using logs, databases, monitoring tools, documentation, GSMA specifications and knowledge bases.
- Identify recurring issues and contribute to problem management activities when required.
- Collaborate with Application Engineers, Database Engineers, IT Stack Engineers and R&D teams to resolve complex issues.
- Track and follow up software defects and bugs through tools such as JIRA until resolution and validation. Application & Platform Operations
- Perform defined operational activities in production environments following approved procedures, including:
- Profile state changes (via UI or scripts)
- EID / ICCID / profile deletions
- IP whitelisting Customer & Business Operations Support
- Coordinate and support recurring customer operational activities.
- Coordinate certificate renewal activities with customers and internal teams.
- Provide technical support for MNO notifications and integration-related issues. Monitoring, Automation & Continuous Improvement
- Configure, improve and maintain monitoring dashboards and alerts (e.g. Splunk, Thruk).
- Identify gaps in monitoring and trigger corrective actions.
- Design, test and support feasible automation processes for recurring Customer Support duties.
- Evaluate, improve and document work instructions, procedures and operational standards. Knowledge Management & Enablement
- Ensure accurate knowledge base and CMDB updates according to defined processes.
- Train and support newcomers and existing L1 agents.
- Act as on-call support for L1 agents when required.
- Provide day-to-day guidance to L1 agents and L1 team leaders regarding operations and procedures. Governance, Compliance & Planning
- Follow Professional Services global policies, tools and procedures.
- Ensure compliance with information security and service operation requirements.
- Inform Customer Support leadership and the Global Resource Coordinator when unplanned work impacts planned activities.
- Manage time according to assigned activities and ensure accurate time reporting.
- Participate in continuous service quality improvement initiatives. Required Technical Skills:
- Advanced operational knowledge of Linux operating systems.
- Database knowledge (SQL / NoSQL
- Oracle, Couchbase is a plus).
- Experience with monitoring tools (Splunk, ITSI, Thruk, Nagios
- plus).
- Knowledge of ITIL-based service management processes (SNOW is a plus).
- Bug tracking and collaboration with R&D teams (JIRA).
- Scripting and operational tooling for production environments.
- Knowledge of secure production environments. Soft Skills:
- Ability to work accurately under pressure and adapt to change.
- Strong analytical and problem-solving mindset.
- High attention to detail and quality.
- Strong written and verbal communication skills in English.
- Team-oriented, proactive and learning-driven attitude.
- Ability to document and explain technical topics clearly. Optional / Senior-Level Additions:
- Automation and process optimization mindset.
- Project coordination and stakeholder management ski