Senior Application Engineer

Job Summary:

The Dedicated Support Engineer (SE) supports operational and technical service excellence for a key telecom customer by managing day-to-day activities related to the AirOn360 Consumer (SM-DP+) eSIM platform. The role includes deep troubleshooting, proactive system monitoring, customer engagement, coordination of change and maintenance windows, and technical documentation. The SE acts as a technical liaison and service expert, with 4th-level support responsibilities, and drives operational improvements and reliability for the customer.

Important skills for the Sr. Application Engineer are advanced technical and software application knowledge of services provided by G+D and the customer, as well as service management knowledge.

Qualifications:

Education and Experience

• Bachelor’s degree in Computer Science, IT, or a related technical/engineering field

• Software development experience
• Experience from working with automation/scripting related to software application

• Minimum of 8 years of experience in technical operations, systems engineering, or application support
• Experience with telecom, mobile platforms, or secure software environments preferred
• Familiarity with ServiceNow ticketing systems, structured change processes, and customer-facing dashboards
• Experience with troubleshooting complex activation flows and platform anomalies
• Preferably ITIL certified

Knowledge, Skills, and Abilities

• Strong knowledge of ITIL-based service management
• High technical competency in SaaS secure platforms and mobile technology
• Ability to analyze root causes and drive long-term technical improvements
• Excellent problem-solving and troubleshooting skills
• Excellent verbal and written communication skills
• Ability to document platform behavior, trends, and system changes clearly and effectively
• Ability to work independently and within cross-functional teams
• Strong ownership, accountability, and responsiveness
• Strong organizational skills and attention to detail
• Proactive mindset and ability to handle ambiguity in a dynamic service environment
• Comfortable collaborating with both internal teams and external partners
• Project management skills
• Advanced technical skillset in the software application area
• Ability to integrate, install and configure software
• Technical ability to understand service portfolio and mobile technology in general
• Market trends (e.g. SaaS, Cloud, Virtualization, Digitalization)
• Technical skillset in the software application area
• Ability to troubleshoot software
• Knowledge of complex software solutions

Essential Functions:

Platform Support & Troubleshooting

• Provide 4th-level support for escalated tickets from the customer's tech support
• Perform root cause analysis and troubleshooting in both production and lab environments
• Open, manage, and track G+D internal incidents and Service Request Queues (SRQs)/ Requested Items (RITMS)

Monitoring & Analysis

• Proactively monitor platforms using customer-facing tools (e.g., ePortal)
• Identify traffic anomalies and system errors
• Conduct regular platform health reviews and recommend continuous improvements

Change & Maintenance Coordination

• Participate in scheduled maintenance windows as part of a shared rotation
• Maintain and communicate a calendar of Maintenance Windows
• Coordinate certificate renewals and monitor critical service dates

Reporting & Documentation

• Create monthly reports covering device download trends, fraud alerts, and batch metadata completeness
• Maintain service documentation and contribute recommendations for process improvement

Stakeholder Engagement

• Collaborate directly with the customer's development and support teams
• Participate in discussions related to SM-DP+ integration and usage
• Provide temporary coverage during absences of dedicated team members
• Act as technical interface between G+D and the customer, ensuring alignment on support priorities

Additional Responsibilities

• Dedicate approximately 75% of work time to the customer account (30 hours/week), with the remaining 25% (10 hours/week) allocated to G+D internal tasks
• Utilize customer assigned hardware for support functions
• Occasional travel may be required (travel costs reimbursed if outside the assigned city)
• Follow G+D processes, tools, and compliance requirements
• Meet documentation standards and ensure knowledge sharing across teams
• Identify and support continuous service improvements and operational enhancements
• Follows company policies and procedures
• Performs other duties as assigned

$$ Giesecke+Devrient Mobile Security America, Inc. endeavors to make www.gi-de.com/en/careers/jobsaccessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at (703)480-2300 or [email protected].

Giesecke+Devrient Mobile Security America, Inc. is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

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