New

Senior Application Engineer

Giesecke+Devrient Mobile Security America, Inc.
United States, Georgia, Atlanta
Jul 14, 2025
I'm proud of what we do: Cutting-edge technology for secure connectivity. Senior Application Engineer Location: Atlanta Stellen-ID: 25763 G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: 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 co-operation 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? Job Summary: The Dedicated Support Engineer (SE) supports operational and technical service excellence for a key telecom customer-AT&T-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 AT&T. Important skills for the Sr. Application Engineer are advanced technical and software application knowledge of services provided by G+D and AT&T, 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 AT&T's customer care 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 (FirstNet, Cricket, Prepaid), and batch metadata completeness Maintain service documentation and contribute recommendations for process improvement Stakeholder Engagement Collaborate directly with AT&T development and support teams Participate in discussions related to SM-DP+ integration and usage Provide temporary coverage during absences of dedicated team members (e.g., Craig, Lauren) Act as technical interface between G+D and AT&T, ensuring alignment on support priorities Additional Responsibilities Dedicate approximately 75% of work time to AT&T account (30 hours/week), with the remaining 25% (10 hours/week) allocated to G+D internal tasks Utilize AT&T-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 $$ Giesecke+Devrient Mobile Security America, Inc. endeavors to make www.gi-de.com/en/careers/jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at (703)480-2300 or hr-us@gi-de.com. Giesecke+Devrient Mobile Security America, Inc. is an Equal Opportunity Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity $$ $$ $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=25763&career_ns=job_application We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation. We are looking forward to receiving your application! Giesecke+Devrient Mobile Security America, Inc. 45925 Horseshoe Dr, Sterling, VA 20166 www.gi-de.com/careers IT_GROUP_MF_EUR_RUS_AUS_USA_CAN Cutting-edge technology for secure connectivity. I'm proud of what we do: Nearest Major Market: Atlanta