{"id":4011032,"url":"https://alion.io/job/intellias-junior-technical-support-engineer","title":"Junior Technical Support Engineer","company":{"id":13249,"name":"Intellias","domain":"intellias.com","url":"https://alion.io/company/intellias","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Croatia"],"countries":["HR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":true},{"name":"CAPA","optional":true},{"name":"Confluence","optional":true},{"name":"DNS","optional":true},{"name":"GCP","optional":true},{"name":"Grafana","optional":true},{"name":"Incident Management","optional":true},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true},{"name":"Jira","optional":true},{"name":"Kibana","optional":true},{"name":"Kubernetes","optional":true},{"name":"Linux","optional":true},{"name":"SQL","optional":true},{"name":"TCP/IP","optional":true},{"name":"VPN","optional":true}],"status":"live","first_seen_at":"2026-11-10T10:06:55Z","employer_posted_date":null,"last_verified_at":"2026-11-10T10:06:55Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Please note that this job ad is sourced from LinkedIn. We do not guarantee the accuracy of the information provided.\n About the job \n 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!\nProject Overview:\nJoin 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.\nThe schedule for this role is a rotating night shift, 23:00–07:00 CET, Monday–Friday / Tuesday–Saturday.\nRequirements:\n 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.\nThe 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.\nExcellent communication skills in English and Chinese (B2 or higher – written and spoken).\nStrong ownership mindset and ability to manage incidents from initial investigation through restoration and closure.\nAbility to prioritize multiple incidents and tasks in a dynamic operational environment.\nStrong analytical and problem-solving skills.\nClear and professional written and verbal communication skills.\nAbility to work independently while collaborating effectively with distributed technical teams.\nAbility to remain calm and structured during critical incidents and customer escalations.\nWillingness to work in an Off-Hours or shift-based support model (24/7/365 Support Model).\nStrong attention to documentation quality, data security, and operational compliance.\n Good to Have:\n Experience in the telecommunications industry.\nExperience technical support, application support, production support, IT operations, or a similar role.\nHands-on experience with Kibana, Grafana, or similar monitoring, logging, and observability tools.\nUnderstanding of networking fundamentals, including:\nTCP/IP;\nDNS;\nHTTP/HTTPS;\nVPN;\nrouting;\nfirewalls;\nmobile and internet connectivity concepts.\nStrong experience with log analysis, technical troubleshooting, and incident investigation.\nProven ability to investigate complex technical issues across multiple systems and dependencies.\nExperience working with Incident Management, Major Incident Management, Problem Management, and Service Request processes.\nUnderstanding of ITIL-based support practices and SLA-driven service delivery.\nAbility to write and execute basic SQL queries for troubleshooting and data validation.\nPractical experience with Jira Service Management and Confluence, or comparable ITSM and knowledge-management platforms.\nExperience in the automotive, connected-vehicle, telematics, or mobility domain.\nUnderstanding of mobile network concepts, including SIM/eSIM lifecycle, roaming, mobile-data sessions, and connectivity troubleshooting.\nFamiliarity with AWS, Google Cloud Platform, Kubernetes, and Linux.\nExperience working with external telecom providers, software suppliers, or cloud vendors.\nExperience in a 24/7 or shift-based production support environment.\nPractical experience with root cause analysis and post-incident reviews.\nITIL Foundation or another relevant service-management certification.\n Responsibilities:\n Monitor connected-vehicle platforms, applications, integrations, infrastructure, and connectivity services.\nValidate monitoring alerts and determine whether they represent actionable incidents, known issues, or false positives.\nRespond to incidents and service requests through agreed support channels and within defined SLA targets.\nInvestigate vehicle-to-cloud, application, platform, SIM/eSIM, and mobile-connectivity issues.\nAnalyse logs and monitoring data using Kibana, Grafana, or similar observability tools.\nPerform structured troubleshooting across application, networking, database, and integration layers.\nUse basic SQL queries to validate data, investigate incidents, and confirm system behaviour.\nApply approved runbooks, knowledge articles, recovery procedures, and stable workarounds.\nTake end-to-end ownership of assigned incidents, including cases escalated to internal resolver groups or external suppliers.\nCoordinate technical escalations with engineering teams, telecom providers, cloud providers, and other third parties.\nSupport P1/P2 and Major Incident response, including incident bridges, stakeholder communication, action tracking, and service-restoration coordination.\nProvide clear and timely incident updates to customers, service managers, and technical stakeholders.\nDocument investigation steps, findings, dependencies, workarounds, resolutions, and next actions in Jira Service Management.\nPrepare or contribute to root cause analyses, post-incident reports, and corrective and preventive action plans.\nMaintain and improve knowledge articles, runbooks, Known Error records, and troubleshooting guides in Confluence.\nIdentify recurring incidents, monitoring gaps, alert noise, and opportunities for service improvement.\nParticipate in shift handovers and ensure that all active work is transferred with sufficient technical and operational context.\nFollow security, data-protection, access-control, and change-management requirements.\nParticipate in an Off-Hours and shift-based support model.\n Why this position:\nAt Intellias, where technology takes center stage, people always come before processes. We're dedicated to cultivating a tech-savvy environment that empowers individuals to unlock their true potential and achieve extraordinary results. Our customized benefits not only prioritize your well-being but also charge your professional growth, making this opportunity an ideal match for tech enthusiasts like you.","description_format":"text","description_chars":6565,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-11-10T10:06:55Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":43,"reasons":["seen:0","win:early","comp:junior"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/intellias-junior-technical-support-engineer","json_url":"https://alion.io/job/intellias-junior-technical-support-engineer.json","meta":{"generated_at":"2026-11-11T16:46:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31829,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":13249},"rest":"https://alion.io/mcp/rest/get_company?id=13249"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintellias-junior-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintellias-junior-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintellias-junior-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/intellias-junior-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintellias-junior-technical-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4011032}},{"tool":"search_jobs","arguments":{"company":"intellias.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4011032},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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