Technical Support Engineer

Meet your recruiter Karolina Sowa

karolina.sowa@intellias....

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

Vacancy details

ITSM

Support Engineer

Senior

Poland

Office

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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:

Response to support incidents via defined communication channel
Investigation of real-time incidents
Be reliable, friendly and trustworthy frontline of the support/service desk;
Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problem;
Thoroughly documents all issues, develops and reviews content for knowledge base. Help develop and implement web based support initiatives including knowledge bases, technical and modeling techniques and documentation
Take part in issue escalation and progress tracking;
Gather and report issue occurrence and resolution statistics;
Elaborate ideas on improving and optimizing support activities;
Ensure enterprise systems and business continuity;
Process, analyze incidents and monitor their fixing;
Be ready to take a role of Incident Manager in case of Major Incidents;
Ensure that RCA provided/documented for each critical incident (Postmortem);
Provide communication with external vendor;
Concentrate on providing best value for users;

What you need for this

Soft Skills

Excellent communication skills in English (C1 level or higher, written and spoken).
Strong time management and prioritization skills, with the ability to handle multiple tickets under SLA pressure.
Ability to work independently as well as collaboratively as part of an extended operations team.
Customer-oriented mindset with strong stakeholder communication skills.
Stress-resilient and adaptable to dynamic, fast-paced environments.
Willingness to work in shifts, including evenings, nights, weekends, and public holidays.
Possibility to travel within Europe.

Hard Skills

3+ years of experience in Technical Support (L2 level).
Strong troubleshooting skills with the ability to analyze complex technical issues and identify root causes.
Practical understanding of Kubernetes environments (log analysis, pod status checks, basic issue identification).
Experience working with monitoring and logging tools such as Grafana or similar.
Experience using monitoring and observability tools such as Datadog, AWS CloudWatch, Google Stackdriver, or comparable solutions.
Ability to analyze logs and correlate events using observability tools and open tracing standards
Understanding of the MQTT protocol, HTTPS communication, and device-to-cloud communication patterns in connected/IoT environments.
Experience working within ITIL-based processes (Incident, Problem, Change Management).
Experience using ITSM and collaboration tools such as Jira, Confluence, ServiceNow, Zendesk, or similar.
Ability to properly categorize, prioritize, document, and escalate incidents to L3/Engineering teams.

Nice to have:

ITIL certification
Familiarity with Google Cloud components (e.g., Cloud Armor, Security Command Center, IAM) from a support and incident analysis perspective.
Experience working in a Linux environment
Mandarin language proficiency (written and spoken) is a strong advantage.

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.