Senior Application Engineer

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