{"id":4158314,"url":"https://alion.io/job/intellias-middle-technical-support-engineer","title":"Middle 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":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Bulgaria"],"countries":["BG"],"hiring_countries":["BG"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Bash","optional":false},{"name":"CAPA","optional":false},{"name":"Confluence","optional":false},{"name":"DNS","optional":false},{"name":"Freshdesk","optional":false},{"name":"GCP","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Kibana","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"PowerShell","optional":false},{"name":"Prometheus","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Anomaly Detection","optional":true}],"status":"live","first_seen_at":"2026-11-12T10:04:29Z","employer_posted_date":null,"last_verified_at":"2026-11-12T10:04:29Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"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!\n\nWhat project we have for you\n\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.\n\nWhat you will do\n\nMonitor platforms, applications, integrations, infrastructure, and connectivity services across assigned projects.\n\nValidate monitoring alerts and determine whether they represent actionable incidents, known issues, or false positives.\n\nRespond to incidents and service requests through agreed support channels and within defined SLA targets.\n\nInvestigate and resolve incidents, including real-time issues, through structured troubleshooting and log analysis.\n\nInvestigate application, platform, cloud, vehicle-to-cloud, SIM/eSIM, and mobile-connectivity issues.\n\nAnalyse logs and monitoring data using Kibana, Grafana, Azure Monitor, or similar observability tools.\n\nPerform structured troubleshooting across application, networking, database, cloud, and integration layers, including root cause analysis and validation of resolution approaches.\n\nUse basic SQL queries to validate data, investigate incidents, and confirm system behaviour.\n\nResolve complex technical issues through research, issue reproduction, and collaboration with internal support and engineering teams.\n\nApply approved runbooks, knowledge articles, recovery procedures, and stable workarounds.\n\nTake end-to-end ownership of assigned incidents, including cases escalated to internal resolver groups or external suppliers.\n\nCoordinate technical escalations with engineering teams, telecom providers, cloud providers, external vendors, and other third parties.\n\nSupport P1/P2 and Major Incident response, including incident bridges, escalation management, stakeholder communication, action tracking, and service-restoration coordination.\n\nAct as Incident Manager during Major Incidents when required.\n\nProvide clear and timely incident updates to customers, service managers, and technical stakeholders.\n\nDocument investigation steps, findings, dependencies, workarounds, resolutions, and next actions in Jira Service Management.\n\nPrepare or contribute to root cause analyses, postmortems, post-incident reports, and corrective and preventive action plans.\n\nMaintain and improve knowledge articles, runbooks, Known Error records, and troubleshooting guides in Confluence.\n\nMonitor incident trends, gather and report support metrics, and track resolution progress.\n\nIdentify recurring incidents, monitoring gaps, alert noise, and opportunities for service improvement.\n\nExecute database and system changes in production environments in line with change management processes.\n\nSupport system and database performance optimization, high availability and disaster recovery (HA/DR) activities, security hardening, patching, upgrades, and migrations.\n\nProvide proactive recommendations for system optimization, cost efficiency, and improvements to support processes and operational efficiency.\n\nEnsure stability, reliability, and business continuity of supported systems.\n\nFollow security, data-protection, access-control, and change-management requirements of each project.\n\nParticipate in shift handovers and ensure that all active work across projects is transferred with sufficient technical and operational context.\n\nParticipate in shift-based 24/7/365 support model.\n\nAct as a reliable and customer-focused point of contact, clearly communicating progress, actions, and resolutions.\n\nWhat you need for this\n\nThe 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 across several client projects as part of a shared 24/7 support team.\n\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 in line with each project’s SLAs and processes.\n\n3+ years in technical support, application support, production support, IT operations, or a similar role.\n\nExcellent communication skills in English (B2 or higher – written and spoken).\n\nStrong experience with log analysis, technical troubleshooting, and incident investigation.\n\nHands-on experience with monitoring, logging and observability tools (e.g., Kibana/ELK, Grafana, Prometheus, Azure Monitor / Log Analytics or similar).\n\nBasic knowledge of server hardware, software, and operating systems.\n\nSolid understanding of networking fundamentals, including:\n\nTCP/IP;\n\nDNS;\n\nHTTP/HTTPS;\n\nVPN;\n\nrouting;\n\nfirewalls;\n\nmobile and internet connectivity concepts.\n\nAbility to write and execute basic SQL queries for troubleshooting and data validation.\n\nTheoretical knowledge of Microsoft Azure administration: Azure Virtual Machines, Storage, Networking, Azure Active Directory (Entra ID), Monitoring tools (Azure Monitor, Log Analytics).\n\nFamiliarity with AWS, Google Cloud Platform.\n\nUnderstanding of cloud architecture and troubleshooting methodologies.\n\nProficiency in: Azure CLI and Shell scripting (Bash / PowerShell).\n\nAbility to automate operational tasks and troubleshooting steps.\n\nPractical experience with Jira Service Management and Confluence, or comparable ITSM and knowledge-management platforms (Zendesk, Freshdesk, ServiceNow, etc.).\n\nProven ability to investigate complex technical issues across multiple systems and dependencies.\n\nExperience working with Incident Management, Major Incident Management, Problem Management, Change Management, and Service Request processes.\n\nUnderstanding of ITIL-based support practices and SLA-driven service delivery.\n\nAbility to coordinate troubleshooting activities with internal engineering teams and external suppliers.\n\nStrong ownership mindset and ability to manage incidents from initial investigation through restoration and closure.\n\nAbility to prioritize multiple incidents and tasks across several projects in a dynamic operational environment.\n\nStrong analytical, problem-solving, and time management skills.\n\nClear and professional written and verbal communication skills; strong customer service orientation.\n\nAbility to work independently while collaborating effectively with distributed technical teams.\n\nAbility to remain calm and structured during critical incidents and customer escalations.\n\nAn enthusiastic attitude towards learning new technologies, domains, and client-specific processes.\n\nWillingness to work in shift-based support model (24/7/365 Support Model).\n\nStrong attention to documentation quality, data security, and operational compliance.\n\nGood to Have:\n\nExperience in a 24/7 or shift-based production support environment.\n\nExperience supporting multiple clients or projects in a shared / managed services team.\n\nAzure Administration Certification (Microsoft Certified: Azure Administrator Associate (Exam AZ-104)).\n\nITIL Foundation or another relevant service-management certification.\n\nPractical experience with ITIL processes, ability to explain lifecycle of each issue type.\n\nPractical experience with root cause analysis and post-incident reviews.\n\nKnowledge of dynamic alerting and anomaly detection in monitoring tools.\n\nExperience in the telecommunications industry.\n\nExperience in the automotive, connected-vehicle, telematics, or mobility domain.\n\nUnderstanding of mobile network concepts, including SIM/eSIM lifecycle, roaming, mobile-data sessions, and connectivity troubleshooting.\n\nExperience working with external telecom providers, software suppliers, or cloud vendors.\n\nWhat it’s like to work at Intellias\n\nAt 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.\n\nWe 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.\n\nWe welcome and celebrate the uniqueness of every individual. 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