Senior Technical Support Engineer

Meet your recruiter Daria Donets

daria.donets@intellias.c...

https://www.linkedin.com...

Vacancy details

ITSM

Support Engineer

Senior

Bulgaria,

Colombia,

Egypt,

Poland,

Portugal,

Ukraine

Remote

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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!

What project we have for you

Join our team and immerse yourself in the dynamic world of innovative global companies, including Fortune 500 leaders across diverse industries such as Mobility, Retail, Financial Services & Insurance (FS&I), Travel & Hospitality, Telecom & Media, and more. As a pivotal member of our cross-functional Support Team, you will play a crucial role in driving operational excellence and elevating the customer experience for users of cutting-edge technology solutions developed for—and in collaboration with—Intellias’s esteemed clients. This is your chance to make a significant impact in a role that promises not just challenges but also rewarding experiences in a vibrant, supportive environment.

What you will do

Responsibilities:

Respond to support incidents and service requests via defined communication channels in line with SLAs
Investigate and resolve incidents, including real-time issues, through structured troubleshooting and log analysis
Perform advanced technical troubleshooting, including root cause analysis and validation of resolution approaches
Resolve complex technical issues through research, issue reproduction, and collaboration with internal support and engineering teams
Take ownership of critical (P1) incidents, including escalation management, coordination, and stakeholder communication
Act as Incident Manager during Major Incidents when required
Ensure timely documentation of incidents, including postmortems and root cause analysis for critical issues
Maintain and contribute to knowledge base content, ensuring accurate and up-to-date documentation
Monitor incident trends, gather and report support metrics, and track resolution progress
Collaborate with external vendors where required to support issue resolution
Execute database and system changes in production environments in line with change management processes
Analyze and optimize system and database performance, including query tuning, indexing, and configuration improvements
Support high availability and disaster recovery (HA/DR) activities, including setup, failover testing, and capacity planning
Perform security hardening, patching, and upgrade activities
Participate in large-scale upgrades, migrations, and patch management initiatives
Provide proactive recommendations for system optimization, cost efficiency, and architectural improvements
Ensure stability, reliability, and business continuity of enterprise systems
Continuously identify and propose improvements to support processes and operational efficiency
Act as a reliable and customer-focused point of contact, clearly communicating progress, actions, and resolutions

What you need for this

4+years in a technical support or IT support role
Excellent communication skills in English (C1 or higher – written and spoken).
Basic knowledge of server hardware, software, and operating systems.
Practical understanding of ITIL processes (Incident, Problem, Change, Service Request, MIM).
Proven experience in troubleshooting and problem resolution. Ability to analyse complex technical issues
Experience with help desk software like Atlassian (Jira, Confluence), Zendesk, Freshdesk, ServiceNow etc.
Ability to work independently and manage multiple tasks.
Strong hands-on experience with Microsoft Azure administration: Azure Virtual Machines, Storage, Networking Azure Active Directory (Entra ID), Monitoring tools (Azure Monitor, Log Analytics)
Proficiency in: Azure CLI and Shell scripting (Bash / PowerShell
Ability to automate operational tasks and troubleshooting steps
Understanding of cloud architecture and troubleshooting methodologies
Good analytical and problem-solving skills.
Good time management and prioritisation skills.
Strong communication and customer service skills.
Eagerness to help and provide service to users.
Stress-resilient, capable of handling customer queries calmly.
An enthusiastic attitude towards learning new technologies and methodologies
Able to adapt to dynamic environments, keep up with the Client’s requirements

Good to Have:

Azure Administration Certification (Microsoft Certified: Azure Administrator Associate (Exam AZ-104))
Practical experience with ITIL processes, ability to explain lifecycle of each issue type
Knowledge of dynamic alerting and anomaly detection in monitoring tools.
Experience in 24/7 support environments / shift work

What it’s like to work at Intellias

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.