Middle Technical Support Engineer (Chinese)

Sobre a vaga

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. The role focuses on monitoring, incident investigation, log analysis, troubleshooting, service restoration, and coordination with internal engineering teams and external suppliers.

O que vais fazer

• Monitor connected-vehicle platforms, applications, integrations, infrastructure, and connectivity services
• 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 vehicle-to-cloud, application, platform, SIM/eSIM, and mobile-connectivity issues
• Analyse logs and monitoring data using Kibana, Grafana, or similar observability tools
• Perform structured troubleshooting across application, networking, database, and integration layers
• Use basic SQL queries to validate data, investigate incidents, and confirm system behaviour
• 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, and other third parties
• Support P1/P2 and Major Incident response, including incident bridges, stakeholder communication, action tracking, and service-restoration coordination
• 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, post-incident reports, and corrective and preventive action plans
• Maintain and improve knowledge articles, runbooks, Known Error records, and troubleshooting guides in Confluence
• Identify recurring incidents, monitoring gaps, alert noise, and opportunities for service improvement
• Participate in shift handovers and ensure that all active work is transferred with sufficient technical and operational context
• Follow security, data-protection, access-control, and change-management requirements
• Participate in an Off-Hours and shift-based support model

O que é pedido

• 2+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
• Solid understanding of networking fundamentals, including: TCP/IP; DNS; HTTP/HTTPS; VPN; routing; firewalls; mobile and internet connectivity concepts
• Practical experience with Jira Service Management and Confluence, or comparable ITSM and knowledge-management platforms
• Proven ability to investigate complex technical issues across multiple systems and dependencies
• Experience working with Incident Management, Major Incident Management, Problem 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 in a dynamic operational environment
• Strong analytical and problem-solving skills
• Clear and professional written and verbal communication skills
• Ability to work independently while collaborating effectively with distributed technical teams
• Ability to remain calm and structured during critical incidents and customer escalations
• Willingness to work in a shift-based support model (24/7/365 Support Model)
• Strong attention to documentation quality, data security, and operational compliance

Valorizado

• Experience in the telecommunications industry
• Experience in the automotive, connected-vehicle, telematics, or mobility domain
• Ability to write and execute basic SQL queries for troubleshooting and data validation
• Familiarity with AWS, Google Cloud Platform
• 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
• Experience in a 24/7 or shift-based production support environment
• Practical experience with root cause analysis and post-incident reviews
• ITIL Foundation or another relevant service-management certification

Resumo organizado por IA a partir do anúncio original. Confirma os detalhes no site da empresa.