Middle Technical Support Engineer (Chinese)

Intellias; Poland; On-site; PLN 90,000 - 150,000; Full time

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.

Skills

Log analysis

Incident investigation

Monitoring tools

Networking fundamentals

Jira Service Management

Confluence

ITIL & SLA

Escalation coordination

Documentation

Communication skills

Independent & collaborative work

24/7 shift readiness

Post-incident reviews

Data security & compliance

Tools

Kibana

Grafana

Job description

• Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!


• Join our team and immerse yourself in the dynamic world of innovative global companies, including Fortune 500 leaders across diverse industries such as Mobility, Retail, Financial Services & Insurance (FS&I), Travel & Hospitality, Telecom & Media, and more. As a pivotal member of our cross-functional Support Team, you will play a crucial role in driving operational excellence and elevating the customer experience for users of cutting-edge technology solutions developed for—and in collaboration with—Intellias's esteemed clients. This is your chance to make a significant impact in a role that promises not just challenges but also rewarding experiences in a vibrant, supportive environment.

Requirements:

• The role focuses on monitoring, incident investigation, log analysis, troubleshooting, service restoration, and coordination with internal engineering teams, telecom providers, cloud providers, and other external suppliers.


• The engineer will take ownership of technical incidents during assigned support hours, including high-priority P1/P2 cases and low priority P3/P4/P5, and ensure that investigation progress, actions, escalations, and resolutions are clearly documented and communicated.


• 2+years in technical support, application support, production support, IT operations, or a similar role.

Excellent communication skills in English (B2 or higher – written and spoken).

• Strong experience with log analysis, technical troubleshooting, and incident investigation.


• Hands-on experience with monitoring tools, logging, and observability tools.


• Solid understanding of networking fundamentals, including:


• TCP/IP;


• DNS;


• HTTP/HTTPS;


• VPN;


• routing;


• firewalls;


• mobile and internet connectivity concepts.


• Practical experience with Jira Service Management and Confluence, or comparable ITSM and knowledge-management platforms.


• Proven ability to investigate complex technical issues across multiple systems and dependencies.


• Experience working with Incident Management, Major Incident Management, Problem Management, and Service Request processes.


• Understanding of ITIL-based support practices and SLA-driven service delivery.


• Ability to coordinate troubleshooting activities with internal engineering teams and external suppliers.


• Strong ownership mindset and ability to manage incidents from initial investigation through restoration and closure.


• Ability to prioritize multiple incidents and tasks in a dynamic operational environment.


• Strong analytical and problem-solving skills.


• Clear and professional written and verbal communication skills.


• Ability to work independently while collaborating effectively with distributed technical teams.


• Ability to remain calm and structured during critical incidents and customer escalations.


• Willingness to work in a shift-based support model (24/7/365 Support Model).


• Strong attention to documentation quality, data security, and operational compliance.

Good to Have:

• Experience in the telecommunications industry.


• Experience in the automotive, connected-vehicle, telematics, or mobility domain.


• Ability to write and execute basic SQL queries for troubleshooting and data validation.

Familiarity with AWS, Google Cloud Platform.

• Understanding of mobile network concepts, including SIM/eSIM lifecycle, roaming, mobile-data sessions, and connectivity troubleshooting.


• Experience working with external telecom providers, software suppliers, or cloud vendors.


• Experience in a 24/7 or shift-based production support environment.


• Practical experience with root cause analysis and post-incident reviews.


• ITIL Foundation or another relevant service-management certification.

Responsibilities:

• Monitor connected-vehicle platforms, applications, integrations, infrastructure, and connectivity services.


• Validate monitoring alerts and determine whether they represent actionable incidents, known issues, or false positives.


• Respond to incidents and service requests through agreed support channels and within defined SLA targets.


• Investigate vehicle-to-cloud, application, platform, SIM/eSIM, and mobile-connectivity issues.


• Analyse logs and monitoring data using Kibana, Grafana, or similar observability tools.


• Perform structured troubleshooting across application, networking, database, and integration layers.


• Use basic SQL queries to validate data, investigate incidents, and confirm system behaviour.


• Apply approved runbooks, knowledge articles, recovery procedures, and stable workarounds.


• Take end-to-end ownership of assigned incidents, including cases escalated to internal resolver groups or external suppliers.


• Coordinate technical escalations with engineering teams, telecom providers, cloud providers, and other third parties.


• Support P1/P2 and Major Incident response, including incident bridges, stakeholder communication, action tracking, and service-restoration coordination.


• Provide clear and timely incident updates to customers, service managers, and technical stakeholders.


• Document investigation steps, findings, dependencies, workarounds, resolutions, and next actions in Jira Service Management.


• Prepare or contribute to root cause analyses, post-incident reports, and corrective and preventive action plans.


• Maintain and improve knowledge articles, runbooks, Known Error records, and troubleshooting guides in Confluence.


• Identify recurring incidents, monitoring gaps, alert noise, and opportunities for service improvement.


• Participate in shift handovers and ensure that all active work is transferred with sufficient technical and operational context.


• Follow security, data-protection, access-control, and change-management requirements.


• Participate in an Off-Hours and shift-based support model.