Technical Support / Production Support Engineer

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

Technical Support / Production Support Engineer

About Intellias

Over 20 years of market experience, Intellias brings together technologists, creators, and innovators across Europe, North and Latin America, and the Middle East. Join our international team and help solve advanced technology challenges for global companies and Fortune 500 clients.

Project Overview

We are looking for a Technical Support / Production Support Engineer to join a cross-functional Support Team working with innovative technology solutions across industries such as Mobility, Retail, Financial Services & Insurance, Travel & Hospitality, and Telecom & Media.

The role focuses on monitoring, incident investigation, log analysis, troubleshooting, service restoration, and coordination with internal engineering teams and external technology providers.

You will take end-to-end ownership of technical incidents, including P1/P2 major incidents and P3/P4/P5 incidents, ensuring that investigations, escalations, actions, and resolutions are properly documented and communicated.

Key Responsibilities

• Monitor connected-vehicle platforms, applications, integrations, infrastructure, and connectivity services.
• Validate monitoring alerts and distinguish actionable incidents from known issues and false positives.
• Respond to incidents and service requests within defined SLA targets.
• Investigate application, platform, database, integration, networking, and connectivity issues.
• Investigate vehicle-to-cloud, SIM/eSIM, and mobile connectivity issues.
• Analyze logs and monitoring data using Kibana, Grafana, or similar observability tools.
• Perform structured troubleshooting across multiple technical layers and system dependencies.
• Use basic SQL queries for troubleshooting, data validation, and incident investigation.
• Apply approved runbooks, knowledge articles, recovery procedures, and workarounds.
• Take end-to-end ownership of assigned incidents from initial investigation through restoration and closure.
• Coordinate technical escalations with internal engineering teams, telecom providers, cloud providers, and other external suppliers.
• Support P1/P2 and Major Incident Management, including incident bridges, stakeholder communication, action tracking, and service restoration.
• Provide clear and timely technical updates to customers, service managers, and technical stakeholders.
• Document investigation steps, findings, dependencies, workarounds, resolutions, and next actions in Jira Service Management.
• Contribute to Root Cause Analysis (RCA) and post-incident reviews.
• 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 accurate transfer of active incidents and technical context.
• Follow security, data-protection, access-control, and change-management requirements.
• Participate in an Off-Hours / 24/7/365 shift-based support model.

Mandatory Requirements

• 3+ years of experience in technical support, application support, production support, IT operations, or a similar role.
• English B2 or higher, both written and spoken.
• Strong hands-on experience in:
• Technical troubleshooting
• Monitoring and observability
• Solid understanding of networking fundamentals, including:
• TCP/IP
• DNS
• HTTP/HTTPS
• VPN
• Routing
• Firewalls
• Mobile and internet connectivity
• Ability to write and execute basic SQL queries for troubleshooting and data validation.
• Familiarity with AWS and/or Google Cloud Platform (GCP).
• Practical experience with Jira Service Management and Confluence, or comparable ITSM and knowledge-management platforms.
• Experience investigating complex technical issues across multiple systems and dependencies.
• Understanding of:
• Service Request Management
• ITIL-based support practices
• Ability to coordinate troubleshooting activities with internal engineering teams and external suppliers.
• Strong ownership mindset and ability to manage incidents through to resolution.
• Strong analytical and problem-solving skills.
• Ability to prioritize multiple incidents and tasks in a dynamic environment.
• Ability to work independently while collaborating with distributed technical teams.
• Ability to remain calm, structured, and professional during critical incidents and customer escalations.
• Willingness to work in a 24/7/365 off-hours or shift-based support environment.
• Strong attention to documentation quality, data security, and operational compliance.

Nice to Have

• Experience in the telecommunications industry.
• Experience in automotive, connected-vehicle, telematics, or mobility environments.
• Knowledge of mobile network concepts, including:
• SIM/eSIM lifecycle
• Roaming
• Mobile-data sessions
• Connectivity troubleshooting
• Experience working with telecom providers, software suppliers, or cloud vendors.
• Experience in a 24/7 production support environment.
• Practical experience with Root Cause Analysis (RCA) and post-incident reviews.
• ITIL Foundation or another relevant service-management certification.
• Experience with Kibana, Grafana, or similar monitoring and observability platforms.

Ideal Candidate

We are looking for someone who:

• Takes full ownership of incidents and technical problems.
• Has a structured and analytical approach to troubleshooting.
• Can communicate clearly with both technical and non-technical stakeholders.
• Can manage several priorities in a fast-paced production environment.
• Is comfortable working with distributed teams and external suppliers.
• Remains calm and methodical during P1/P2 incidents and customer escalations.
• Understands the importance of accurate documentation, SLAs, security, and operational compliance.
• Is willing to work within a 24/7/365 support model.

Why Join Intellias?

At Intellias, technology is at the center, but people always come first. We provide an environment where technology professionals can develop their expertise, work on challenging international projects, collaborate with talented teams, and unlock their professional potential.

This is an opportunity to work on global technology solutions while developing strong expertise in production support, cloud technologies, observability, incident management, and connected mobility.