Production Support Engineer | 24/7 Incident & Cloud Ops

Intellias; Poland; On-site; PLN 120,000 - 180,000; Full time

Job summary

Intellias is seeking a Technical Support / Production Support Engineer in Poland to join a cross-functional team supporting mobility, retail, financial services, and telecom clients.

You will own end-to-end incident management, monitor systems, analyze logs with Kibana or Grafana, and coordinate with internal engineering and external providers. Strong ITIL practices and SQL skills are valued.

Qualifications

• 3+ years of experience in technical or production support.
• English B2 or higher, written and spoken.
• Hands-on troubleshooting, monitoring, and observability.
• Strong networking fundamentals: TCP/IP, DNS, HTTP/HTTPS, VPN, routing, firewalls.
• Ability to write and run basic SQL queries.
• Familiarity with AWS and/or GCP.
• Experience with Jira Service Management and Confluence.
• ITIL-based support and incident management experience.
• Coordinate troubleshooting with internal teams and external suppliers.
• Ownership mindset and documentation discipline.
• Willingness to work in a 24/7/365 shift model.

Responsibilities

• Monitor connected platforms, applications, and connectivity services.
• Validate alerts and distinguish incidents from known issues.
• Respond to incidents and requests within defined SLA targets.
• Investigate issues across apps, databases, networks, and integrations.
• Coordinate escalations with engineering teams and providers.
• Provide customer updates and maintain incident records in Jira.
• Contribute to RCA and post-incident reviews.
• Maintain knowledge articles and runbooks in Confluence.

Skills

Monitoring

Incident management

Observability

SQL queries

AWS/GCP

ITIL practices

Jira Service Management

Confluence

Kibana Grafana

Networking fundamentals

Tools

Jira Service Management

Confluence

Kibana

Grafana

SQL

Job description

Intellias is seeking a Technical Support / Production Support Engineer in Poland to join a cross-functional team supporting mobility, retail, financial services, and telecom clients.

You will own end-to-end incident management, monitor systems, analyze logs with Kibana or Grafana, and coordinate with internal engineering and external providers. Strong ITIL practices and SQL skills are valued.