Senior Technical Support Engineer

Intellias; Poland; On-site; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Quarterly private medical + sport card

Birthday/Anniversary gifts

E-learning accounts (Coursera, O'Relly

Udemy

Job summary

Intellias is seeking an experienced Support Engineer to monitor connected-vehicle platforms, investigate incidents, and coordinate with engineering, telecom, and cloud partners. You will handle P1/P2 cases and contribute to post-incident reviews, documenting findings and actions in ITSM systems.

The role follows a rotating night shift (11:00 PM–7:00 AM CET) with a Monday-Friday and Tuesday-Saturday rotation pattern, aiming to ensure reliable 24/7 support and service restoration.

Qualifications

• Excellent communication skills in English (B2 or higher – written and spoken).
• 3+ years in technical support, application support, production support, IT operations, or a similar role.
• Strong experience with log analysis, technical troubleshooting, and incident investigation.

Responsibilities

• Monitor connected-vehicle platforms, applications, integrations, infrastructure, and connectivity services.
• Validate monitoring alerts and determine actionable incidents, known issues, or false positives.
• Respond to incidents and service requests through 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 and investigate incidents.

Skills

English proficiency

Technical support

Log analysis

Monitoring tools

Networking basics

SQL queries

AWS & GCP

ITSM tools

Tools

Kibana

Grafana

Jira Service Management

Confluence

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.

The position follows a rotating night shift pattern (11:00 PM- 7:00 AM CET), providing a predictable schedule across Monday-Friday and Tuesday-Saturday rotations.

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.

Qualifications

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.

• Excellent communication skills in English (B2 or higher – written and spoken).
• 3+years in technical support, application support, production support, IT operations, or a similar role.
• 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.
• Ability to write and execute basic SQL queries for troubleshooting and data validation.
• Familiarity with AWS, Google Cloud Platform.
• 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 an Off-Hours or shift-based support model (24/7/365 Support Model).
• Strong attention to documentation quality, data security, and operational compliance.

Will be a plus:

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

Perks and Benefits:

• Fixed financial bonus issued upfront on a quarterly basis, covering the average market price of private medical care and sport card - B2B contract.
• Present on the occasion of birthday, wedding, child birth.
• E-learning accounts for Coursera, O'Relly, Udemy.