Application Support Engineer

Giesecke+Devrient

Application Support Engineer providing operational support in production environments for integrated security technologies. Liaising between first-level support and engineering teams to ensure service stability.

Posted 5/8/2026full-timeSant Joan Despí • 🇪🇸 SpainMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

LinuxNoSQLOracleSplunkSQL

About the role

Key responsibilities & impact

Provide advanced application-level and operational support for production environments
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
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
Ensure SLA targets and service operation KPIs are met
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
Restore application services following alerts from monitoring platforms
Perform defined operational activities in production environments following approved procedures
Coordinate and support recurring customer operational activities
Handle customer-specific operational requests requiring advanced application access or scripting
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

Requirements

What you’ll need

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
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.

Benefits

Comp & perks

flexible compensation (transport tickets, training, private insurance)
breakfast and lunch service with a wide range of menus
affordable prices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

application supportproduction operationsLinuxlog analysistroubleshootingSQLNoSQLmonitoring toolsscriptingITIL

Soft Skills

analytical mindsetproblem-solvingattention to detailcommunication skillsteam-orientedproactive attitudelearning-drivenability to work under pressureadaptabilitydocumentation skills