Application Support Engineer

• Handle and resolve application-level incidents, problems, service requests and changes across supported platforms.

• 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.

• Actively monitor, investigate and restore application services and integrations.

• Contribute to continuous improvement initiatives in monitoring, automation, documentation and operational procedures.

• Ensure compliance with Professional Services processes, security and quality requirements., Service Operations & Ticket Management

• Perform daily review and handling of application support ticket queues (INC / SRQ / CHG / PRB).

• Monitor and manage the shared application support mailbox, ensuring timely response and appropriate ticket creation or escalation.

• Act as advanced support for application-related incidents raised by L1 or monitoring tools.

• Support Follow-the-Sun queues by monitoring, resolving or re-assigning incidents to the appropriate teams.

• Ensure SLA targets and service operation KPIs are met.

Incident, Problem & Investigation Handling

• Perform in-depth technical analysis and troubleshooting of application-related incidents and problems.
• 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

• Restore application services following alerts from monitoring platforms (e.g. Splunk ITSI).
• Perform defined operational activities in production environments following approved procedures, including: profile state changes (via UI or scripts), EID / ICCID / profile deletions, IP whitelisting, troubleshoot and resolve data import errors across multiple application versions and customers.
• Support specific application components such as e-Portal, simulators and notification services.

Customer & Business Operations Support

• Coordinate and support recurring customer operational activities.
• Coordinate certificate renewal activities with customers and internal teams.
• Handle customer-specific operational requests requiring advanced application access or scripting.
• 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.
• Perform operational maintenance activities such as disk space cleanup on application hosts.
• Evaluate, improve and document work instructions, procedures and operational standards.

Knowledge Management & Enablement

• Maintain and update L1 and application support documentation and procedures in Confluence.
• 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.

• Strong experience in application support and production operations.
• Advanced operational knowledge of Linux operating systems.
• Log analysis and troubleshooting of distributed applications.
• 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., * Advanced understanding of complex application ecosystems.
• Experience with application onboarding, integration and configuration.
• Automation and process optimization mindset.
• Project coordination and stakeholder management skills.
• Knowledge of mobile, telecom, SaaS and cloud-based solutions.

• Cultural and diversity: people-oriented environment with diverse nationalities, strong team spirit and flat hierarchies.
• Equal Opportunity Employer and LGBT+ friendly.
• Global collaboration with stakeholders worldwide.
• Career development: continuous training, coaching and talent development programs.
• Social benefits: flexible compensation (transport tickets, training, private insurance, etc.), own canteen with breakfast and lunch service.
• Work-life balance: flexible working hours with the option to work remotely (M-Th8:30-17:30 and Fri8:30-15:30; 3 days of remote work).