{"id":1266642,"url":"https://alion.io/job/wirelesscar-firstline-support-engineer","title":"Firstline Support Engineer","company":{"id":1945833,"name":"WirelessCar","domain":"wirelesscar.com","url":"https://alion.io/company/wirelesscar","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"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":"ITIL","optional":false},{"name":"AWS","optional":true},{"name":"Incident Management","optional":true}],"status":"live","first_seen_at":"2026-09-01T04:47:51Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-09-26T22:22:35Z","board_verified":true,"closed_at":null,"days_open":25,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":25},"description":"Firstline Support Engineer\nWirelessCar’s Journey\nTo give people the freedom to move in a safer, more sustainable and smart way, more sharable, connected and software-loaded cars are needed. That’s why we aim to accelerate the digital transformation in the automotive industry and in the next few years infuse over 100 million cars with digital services that turn car data to smart mobility! Join our ride and get in the driver’s seat to realize this together with customers like Volkswagen, Volvo Cars and Jaguar Land Rover!\nAbout the Role\nAs a First Line Support Engineer within our Customer Experience organization, you will be part of a global team responsible for providing 24/7 operational support to WirelessCar’s customers.\nYou will serve as a first point of contact for support requests and service-related issues. You will also monitor business-critical services operating across global markets and help ensure that incidents are handled and communicated in a timely and professional manner.\nThis role requires close collaboration with customers, internal technical teams, and other stakeholders. It is well suited to someone who is customer-focused, service-minded, and comfortable working in a fast-paced, multicultural environment.\nWorking Hours\nThis position is part of a 24/7 support function and requires participation in a rotating shift schedule.\nYou will normally work approximately three to four shifts per week and regularly have five to seven consecutive days off, depending on the shift schedule.\nWe have a well-established shift-planning approach designed to maintain service continuity while supporting a healthy balance between work and personal life.\nWhat You Will Do\nYour responsibilities will include:\nReceive and handle support requests, malfunction reports, and incidents submitted by customers through email and support tickets.\n\nManage support tickets and functional mailboxes throughout the support process.\n\nMonitor business-critical services and respond to alerts in accordance with established procedures.\n\nEscalate incidents and service issues to the appropriate internal teams.\n\nCommunicate and coordinate with customers, technical teams, and other internal stakeholders.\n\nSupport the coordination of major incidents and provide customers with timely and accurate updates.\n\nMaintain clear documentation and ensure effective handovers between shifts.\n\nContribute to the continuous improvement of support processes, tools, and ways of working.\n\nWhat You Bring\nWe are looking for someone who:\nHas an academic background in IT or a related field, or equivalent practical experience.\n\nHas a basic understanding of ITIL principles and SLAs.\n\nCommunicates clearly and professionally with both customers and colleagues.\n\nWorks effectively both independently and as part of a team.\n\nTakes initiative and maintains a customer-focused, service-minded approach.\n\nRemains organized and professional when working with time-critical incidents.\n\nCan establish and maintain positive working relationships in a global, multicultural organization.\n\nHas professional working proficiency in both spoken and written English.\n\nIt Is a Plus If You Have\nPrevious experience in IT support, helpdesk operations, service monitoring, or a related field.\n\nKnowledge of telematics or connected-vehicle services.\n\nExperience with cloud platforms such as AWS or Alibaba Cloud.\n\nFamiliarity with incident management and customer communication in a 24/7 operational environment.","description_format":"text","description_chars":3481,"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":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Transportation & Logistics","Smart Mobility","Automotive Software"],"lifecycle":[{"event":"open","at":"2026-09-25T22:34:24Z"}],"liveness":{"score":47,"band":"ok","label":"Likely open","p_open":1,"p_active":0.633,"p_room":0.75,"age_days":25,"expected_fill_days":33,"reasons":["conf:0","win:late"],"computed_at":"2026-09-26T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/wirelesscar-firstline-support-engineer","json_url":"https://alion.io/job/wirelesscar-firstline-support-engineer.json","meta":{"generated_at":"2026-09-27T01:15:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1110,"day_limit":5000,"remaining_today":3890,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}