Technical support engineer for connected vehicles

Intellias; United States; Remote; USD 65,000 - 100,000; Full time

Job summary

Intellias ищет специалиста технической поддержки для мониторинга и разрешения инцидентов в сложных IT‑средах. Вы будете работать с Azure, Jira Service Management и Confluence, анализировать логи и данные мониторинга, координировать действия между командами и внешними поставщиками.

Требуется опыт в IT‑Operations и англ. языке на уровне B2+; готовность к сменам 24/7 и работе в распределенной команде. Предлагаем обучение, развитие и устойчивую корпоративную среду.

Qualifications

• 3+ лет в технической поддержке, эксплуатации или ИТ‑операциях;
• Умение общаться на английском языке (B2 и выше);
• Опыт работы с инструментами мониторинга, логирования и observability;
• Базовые знания серверного оборудования, ПО и ОС;
• Понимание основ сетей (TCP/IP, DNS, HTTP/HTTPS, VPN, маршрутизация, Firewalls);
• Умение писать и выполнять базовые SQL-запросы;
• Опыт администрирования Azure: ВМ, Хранилище, Сеть, Entra ID, Monitoring;
• Знакомство с AWS/GCP;
• Навыки Azure CLI и Shell scripting;
• Автоматизация задач и инструкций по устранению неполадок;
• Практический опыт с Jira Service Management и Confluence;
• Опыт работы по Incident/Problem/Change Management и SLA;
• Умение координировать работу между командами и внешними поставщиками;
• Стойкость к стрессу, ориентация на клиента;
• Готовность к сменам (24/7)

Responsibilities

• Мониторинг платформ, приложений и инфраструктуры по проектам.
• Валидация оповещений и определение инцидентов; реагирование в рамках SLA.
• Расследование и устранение инцидентов, включая он‑site/виртуальные среды.
• Анализ логов и данных мониторинга в Kibana, Grafana, Azure Monitor и пр.
• Использование SQL для проверки данных и поведения систем.
• Следование runbooks, публикация RCA и пост-инцидентов; подготовка отчетов.
• Эскалации и координация с инженерами, провайдерами и external vendors.
• Ведение документации в Jira Service Management и Confluence.
• Обеспечение доступности, HA/DR, безопасность и изменения в продакшн-среде.
• Помощь в улучшении процессов и качестве обслуживания; коммуникация с заказчиками.

Skills

Log analysis

Incident investigation

Monitoring tools

Azure administration

Jira Service Management

Confluence

SQL basics

Networking fundamentals

ITIL processes

English communication

Tools

Azure CLI

Azure Monitor

Log Analytics

Bash / PowerShell

Jira Service Management

Confluence

Job description

Описание

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!

Задачи

Monitor platforms, applications, integrations, infrastructure, and connectivity services across assigned projects. 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 and resolve incidents, including real‑time issues, through structured troubleshooting and log analysis. Investigate application, platform, cloud, vehicle‑to‑cloud, SIM/eSIM, and mobile‑connectivity issues. Analyse logs and monitoring data using Kibana, Grafana, Azure Monitor, or similar observability tools. Perform structured troubleshooting across application, networking, database, cloud, and integration layers, including root cause analysis and validation of resolution approaches. Use basic SQL queries to validate data, investigate incidents, and confirm system behaviour. Resolve complex technical issues through research, issue reproduction, and collaboration with internal support and engineering teams. 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, external vendors, and other third parties. Support P1/P2 and Major Incident response, including incident bridges, escalation management, stakeholder communication, action tracking, and service‑restoration coordination. Act as Incident Manager during Major Incidents when required. 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, postmortems, post‑incident reports, and corrective and preventive action plans. Maintain and improve knowledge articles, runbooks, Known Error records, and troubleshooting guides in Confluence. Monitor incident trends, gather and report support metrics, and track resolution progress. Identify recurring incidents, monitoring gaps, alert noise, and opportunities for service improvement. Execute database and system changes in production environments in line with change management processes. Support system and database performance optimization, high availability and disaster recovery (HA/DR) activities, security hardening, patching, upgrades, and migrations. Provide proactive recommendations for system optimization, cost efficiency, and improvements to support processes and operational efficiency. Ensure stability, reliability, and business continuity of supported systems. Follow security, data‑protection, access‑control, and change‑management requirements of each project.

Требования

3+ 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. Basic knowledge of server hardware, software, and operating systems. 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. Theoretical knowledge of Microsoft Azure administration : Azure Virtual Machines, Storage, Networking, Azure Active Directory (Entra ID), Monitoring tools (Azure Monitor, Log Analytics). Familiarity with AWS, Google Cloud Platform. Understanding of cloud architecture and troubleshooting methodologies. Proficiency in: Azure CLI and Shell scripting (Bash / PowerShell). Ability to automate operational tasks and troubleshooting steps. Practical experience with Jira Service Management and Confluence, or comparable ITSM and knowledge‑management platforms (Zendesk, Freshdesk, ServiceNow, etc.). Proven ability to investigate complex technical issues across multiple systems and dependencies. Experience working with Incident Management, Major Incident Management, Problem Management, Change 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 across several projects in a dynamic operational environment. Strong analytical, problem‑solving, and time management skills. Clear and professional written and verbal communication skills; strong customer service orientation. Ability to work independently while collaborating effectively with distributed technical teams. Ability to remain calm and structured during critical incidents and customer escalations. An enthusiastic attitude towards learning new technologies, domains, and client‑specific processes. Willingness to work in shift‑based support model (24/7/365 Support Model).

Будет плюсом

Experience in a 24/7 or shift‑based production support environment; Experience supporting multiple clients or projects in a shared / managed services team; Azure Administration Certification (Microsoft Certified: Azure Administrator Associate (Exam AZ-104)); ITIL Foundation or another relevant service‑management certification; Practical experience with ITIL processes, ability to explain lifecycle of each issue type; Practical experience with root cause analysis and post‑incident reviews; Knowledge of dynamic alerting and anomaly detection in monitoring tools; 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.

Условия

By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That’s why we offer a range of benefits that support your well-being and charge your professional growth.