Technical Support and Production Support Engineer

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:Log analysisTechnical troubleshootingIncident investigationMonitoring and observabilitySolid understanding of networking fundamentals, including:TCP/IPDNSHTTP/HTTPSVPNRoutingFirewallsMobile and internet connectivityAbility 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:Incident ManagementMajor Incident ManagementProblem ManagementService Request ManagementITIL-based support practicesSLA-driven service deliveryAbility 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 lifecycleRoamingMobile-data sessionsConnectivity troubleshootingExperience 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.