Senior Technical Support Engineer (Chinese Speaker)

Intellias is an international technology company with over 20 years of market experience, operating in Europe, North and Latin America, and the Middle East. The company serves global clients including Fortune 500 leaders in industries such as Mobility, Retail, Financial Services & Insurance, Travel & Hospitality, and Telecom & Media.

• Excellent communication skills in English and Chinese (B2 or higher, written and spoken).
• 3+ years in technical, application, production, or IT operations support.
• Strong experience with log analysis, technical troubleshooting, and incident investigation.
• Hands-on experience with monitoring, logging, and observability tools.
• Solid understanding of networking fundamentals including TCP/IP, DNS, HTTP/HTTPS, VPN, routing, firewalls, mobile and internet connectivity.
• Ability to write and execute basic SQL queries for troubleshooting.
• Familiarity with AWS and Google Cloud Platform.
• Experience with Jira Service Management and Confluence or similar ITSM platforms.
• Ability to investigate complex technical issues across multiple systems.
• Knowledge of Incident, Major Incident, Problem, and Service Request Management processes.
• Understanding of ITIL-based support practices and SLA-driven service delivery.
• Coordination skills for internal and external troubleshooting activities.
• Strong ownership mindset for managing incidents from investigation to closure.
• Ability to prioritize multiple tasks in a dynamic environment.
• Strong analytical and problem-solving skills.
• Professional written and verbal communication skills.
• Ability to work independently and collaborate with distributed teams.
• Calm and structured under pressure during critical incidents.
• Willingness to work in a 24/7/365 shift-based support model.
• Strong attention to documentation quality, security, and compliance.

Nice to have:

• Experience in telecommunications industry.
• Experience in automotive, connected-vehicle, telematics, or mobility domains.
• Understanding of mobile network concepts including SIM/eSIM lifecycle, roaming, mobile-data sessions.
• Experience working with external telecom providers, software suppliers, or cloud vendors.
• Experience in 24/7 or shift-based production support.
• Practical experience with root cause analysis and post-incident reviews.
• ITIL Foundation or relevant service-management certification.

• Monitor connected-vehicle platforms, applications, integrations, infrastructure, and connectivity services.
• Validate monitoring alerts and classify incidents.
• Respond to incidents and service requests through support channels meeting SLA targets.
• Investigate vehicle-to-cloud, application, platform, SIM/eSIM, and mobile-connectivity issues.
• Analyse logs and monitoring data using Kibana, Grafana, or similar tools.
• Perform structured troubleshooting across application, networking, database, and integration layers.
• Use basic SQL queries for data validation and incident investigation.
• Apply runbooks, knowledge articles, recovery procedures, and workarounds.
• Take ownership of assigned incidents including escalated cases.
• Coordinate technical escalations with engineering teams, telecom and cloud providers.
• Support P1/P2 and Major Incident response, including communication and service restoration.
• Provide incident updates to customers and stakeholders.
• Document investigation processes in Jira Service Management.
• Prepare or contribute to root cause analyses and post-incident reports.
• Maintain knowledge articles and troubleshooting guides in Confluence.
• Identify recurring incidents and opportunities for service improvement.
• Participate in shift handovers with sufficient operational context.
• Follow security, data-protection, access-control, and change-management policies.
• Participate in an Off-Hours and shift-based support model.

Przesyłając ten formularz, wyrażasz zgodę na przetwarzanie Twoich danych osobowych zgodnie z naszą Polityką Prywatności Rekrutacji. Jeśli chcesz wycofać swoją zgodę lub masz pytania dotyczące Polityki Prywatności Rekrutacji, skontaktuj się na [email protected].