Mid-Level Chinese-Speaking Tech Support Engineer

Intellias

Poland

On-site

PLN 90,000 - 150,000

Full time

22 hours ago

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Job summary

Intellias is seeking an experienced Support Engineer to monitor connected-vehicle platforms, analyze logs, and coordinate incident resolution across internal teams and external suppliers. You will investigate complex incidents, validate alerts, and maintain thorough documentation while operating in a 24/7 shift model in a dynamic, globally distributed team.

The role emphasizes strong English communication, ITIL-aligned service delivery, and ownership of incidents from detection through

Qualifications

2+ years in technical support, application support, production support, IT operations, or similar.
Experience with log analysis, technical troubleshooting and incident investigation.
Strong experience with monitoring, logging and observability tools.
Solid networking fundamentals: TCP/IP, DNS, HTTP/HTTPS, VPN, routing, firewalls, mobile/internet connectivity.
Experience with Jira Service Management and Confluence.
Familiarity with ITIL-based support and SLA-driven delivery.
Ability to coordinate troubleshooting with internal teams and external suppliers.
Ownership mindset across incident lifecycle from investigation to closure.
Clear, professional written and verbal communication.
Ability to work independently while collaborating with distributed teams.
Calm, structured during critical incidents and escalations.
Willingness to work in a 24/7/365 shift model.
Strong documentation quality and data security focus.

Responsibilities

Monitor connected-vehicle platforms, apps, integrations and connectivity services.
Validate alerts and classify as incidents, known issues, or false positives.
Respond to incidents and service requests within SLA targets.
Investigate vehicle-to-cloud, app, platform, SIM/eSIM, and mobility connectivity issues.
Analyze logs with Kibana or Grafana and other observability tools.
Structured troubleshooting across app, network, DB, and integration layers.
Use SQL to validate data and investigate incidents.
Follow runbooks, knowledge articles, and recovery procedures.
Own incidents end-to-end including escalations to internal or external teams.
Coordinate escalations with engineering, telecoms, cloud providers, and suppliers.
Support P1/P2 and Major Incident responses with bridges and updates.
Provide timely updates to customers and stakeholders.
Document investigation steps and RCAs in Jira/Confluence.
Contribute to post-incident reviews and preventive actions.
Maintain knowledge bases and runbooks for future incidents.