Junior Technical Support Engineer

About the Position

Junior Technical Support Engineer

Join Intellias as a Junior Technical Support Engineer and play a crucial role in driving operational excellence for global companies.

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.

Requirements

• Excellent communication skills in English and Chinese (B2 or higher – written and spoken).
• 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.

Nice to Have

• Experience in the telecommunications industry.
• Experience technical support, application support, production support, IT operations, or a similar role.
• Hands-on experience with Kibana, Grafana, or similar monitoring, logging, and observability tools.
• Understanding of networking fundamentals, including: TCP/IP; DNS; HTTP/HTTPS; VPN; routing; firewalls; mobile and internet connectivity concepts.
• Strong experience with log analysis, technical troubleshooting, and incident investigation.
• 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 write and execute basic SQL queries for troubleshooting and data validation.
• Practical experience with Jira Service Management and Confluence, or comparable ITSM and knowledge-management platforms.
• 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.
• Familiarity with AWS, Google Cloud Platform, Kubernetes, and Linux.
• 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.

We Offer

• Join a dynamic and innovative team at Intellias.
• Opportunity to work with cutting-edge technology solutions.
• Competitive benefits package.
• Professional growth opportunities.
• Commitment to equity, diversity, and inclusion.

About the Company

At Intellias, where technology takes center stage, people always come before processes. 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.

We are committed to fostering equity, diversity, and inclusion as an equal opportunity employer. All applicants will be considered for employment without discrimination based on race, color, religion, age, gender, nationality, disability, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.

We welcome and celebrate the uniqueness of every individual. Join Intellias for a career where your perspectives and contributions are vital to our shared success.