Senior Technical Support Engineer (Chinese Speaker)

The position follows a rotating night-shift pattern (11:00 PM–7:00 AM CET), with Monday–Friday and Tuesday–Saturday rotations.

Responsibilities

• 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 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.

Qualifications

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.

The engineer will take ownership of technical incidents during assigned support hours, including high-priority P1/P2 cases and lower-priority P3/P4/P5 cases, ensuring investigation progress, actions, escalations, and resolutions are clearly documented and communicated.

• Excellent written and spoken English and Chinese at B2 level or higher.
• 3+ years of experience in technical support, application support, production support, IT operations, or a similar role.
• Strong experience with log analysis, technical troubleshooting, and incident investigation.
• Hands-on experience with monitoring, logging, and observability tools.
• Solid understanding of networking fundamentals: TCP/IP, DNS, HTTP/HTTPS, VPN, routing, firewalls, and mobile and internet connectivity concepts.
• Ability to write and execute basic SQL queries for troubleshooting and data validation.
• Familiarity with AWS and Google Cloud Platform.
• 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 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 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, professional written and verbal communication skills.
• Ability to work independently and collaborate effectively with distributed technical teams.
• Ability to remain calm and structured during critical incidents and customer escalations.
• Willingness to work in an off-hours or shift-based 24/7/365 support model.
• Strong attention to documentation quality, data security, and operational compliance.

Will be a plus

• Experience in telecommunications.
• Experience in automotive, connected-vehicle, telematics, or mobility domains.
• Understanding of SIM/eSIM lifecycle, roaming, mobile-data sessions, and connectivity troubleshooting.
• 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 another relevant service-management certification.

Perks and Benefits

• Flexible work schedule.
• Fixed quarterly financial bonus covering the average market price of private medical care and a sport card under a B2B contract.
• Gifts for birthdays, weddings, and childbirth.
• E-learning accounts for Coursera, O’Reilly, and Udemy.
• Corporate language school.