Middle Technical Support Engineer

• 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.
• Participate in shift handovers and ensure that all active work across projects is transferred with sufficient technical and operational context.
• Participate in shift-based 24/7/365 support model.
• Act as a reliable and customer-focused point of contact, clearly communicating progress, actions, and resolutions.

The role focuses on monitoring, incident investigation, log analysis, troubleshooting, service restoration, and coordination with internal engineering teams, telecom providers, cloud providers, and other external suppliers across several client projects as part of a shared 24/7 support team.

The engineer will take ownership of technical incidents during assigned support hours, including high-priority P1/P2 cases and low priority P3/P4/P5, and ensure that investigation progress, actions, escalations, and resolutions are clearly documented and communicated in line with each project’s SLAs and processes.

• 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).
• Strong attention to documentation quality, data security, and operational compliance.

Good to Have:

• 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.