Technical Support / Production Support Engineer – Connected Vehicle Platform

About Intellias With 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 leaders across Mobility, Retail, Financial Services & Insurance, Travel & Hospitality, Telecom & Media, and other industries. Project Overview Join a dynamic Connected Vehicle / Mobility Support Team responsible for maintaining the reliability and availability of innovative technology platforms used by global customers. As a Technical Support / Production Support Engineer, you will monitor production systems, investigate incidents, analyze logs, troubleshoot technical issues, coordinate service restoration, and work closely with internal engineering teams, telecom operators, cloud providers, and external suppliers. You will own technical incidents throughout their lifecycle—from initial investigation and escalation through service restoration, resolution, and closure—with a strong focus on SLA compliance, documentation, and customer communication. 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 agreed SLA targets.Investigate vehicle-to-cloud, application, platform, SIM/eSIM, and mobile-connectivity issues.Analyze logs, metrics, and monitoring data using Kibana, Grafana, or similar observability tools.Perform structured troubleshooting across application, networking, database, and integration layers.Use basic SQL queries for data validation, troubleshooting, and incident investigation.Follow approved runbooks, knowledge articles, recovery procedures, and established workarounds.Take end-to-end ownership of assigned incidents, including those requiring escalation to internal resolver teams or external suppliers.Coordinate technical escalations with engineering teams, telecom providers, cloud providers, and other third parties.Participate in P1/P2 and Major Incident Management, including incident bridges, stakeholder communication, action tracking, and service-restoration activities.Provide clear and timely technical updates to customers, service managers, and internal stakeholders.Document investigation steps, findings, dependencies, workarounds, resolutions, and follow-up actions in Jira Service Management.Contribute to root cause analysis, post-incident reviews, and corrective/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 operational improvement.Participate in shift handovers and ensure active incidents are transferred with complete technical context.Follow security, data protection, access-control, and change-management procedures.Work effectively within an Off-Hours / 24/7/365 support model. Requirements Must Have Strong technical troubleshooting and analytical problem-solving skills.Experience in technical support, production support, application support, IT operations, or a similar role.Strong ownership mindset and ability to manage incidents from investigation through resolution and closure.Experience analyzing logs and investigating complex technical issues across multiple systems and dependencies.Excellent communication skills in English and Chinese at B2 level or higher, both written and spoken.Ability to prioritize multiple incidents in a dynamic operational environment.Strong written and verbal communication skills.Ability to work independently while collaborating with distributed technical teams.Ability to remain calm, structured, and effective during critical incidents and customer escalations.Willingness to work in a 24/7/365 shift-based support environment.Strong attention to documentation quality, data security, and operational compliance. Good to Have Telecommunications industry experience.Experience with Kibana, Grafana, or similar monitoring and observability platforms.Strong understanding of networking fundamentals:TCP/IPDNSHTTP/HTTPSVPNRoutingFirewallsMobile and internet connectivityExperience with Incident Management, Major Incident Management, Problem Management, and Service Request processes.Understanding of ITIL and SLA-driven service delivery.Ability to write and execute basic SQL queries.Experience with Jira Service Management and Confluence or comparable ITSM/knowledge-management platforms.Experience in automotive, connected-vehicle, telematics, or mobility environments.Knowledge of mobile network concepts, including:SIM/eSIM lifecycleRoamingMobile-data sessionsConnectivity troubleshootingFamiliarity with AWS, Google Cloud Platform, Kubernetes, and Linux.Experience working with external telecom operators, software suppliers, or cloud providers.Previous experience in a 24/7 or shift-based production support environment.Practical experience with Root Cause Analysis (RCA) and post-incident reviews.ITIL Foundation or another relevant service-management certification. What We Offer At Intellias, technology is at the center of what we do, but people come first. We foster a collaborative, international environment where technology professionals can develop their expertise, take ownership, and work on challenging solutions for global customers. You will have the opportunity to: Work on innovative connected-vehicle and mobility technologies.Collaborate with international engineering and operations teams.Gain exposure to telecom, cloud, application, infrastructure, and IoT ecosystems.Develop expertise in incident management, observability, troubleshooting, and production operations.Grow professionally through challenging projects and continuous learning.Work in an environment that values ownership, collaboration, and technical excellence. Education Bachelor's degree or equivalent practical experience in Computer Science, Information Technology, Engineering, Telecommunications, or a related field.