Support Lead

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!Project Overview:Join 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.Requirements:We are seeking a skilled Team Lead / Support Engineer to join our team. This role combines technical support expertise with leadership and coordination responsibilities. The ideal candidate will bring hands-on troubleshooting experience, strong technical knowledge, and the ability to guide, support, and inspire a team of support engineers.- Required skills:2–3 years of experience in a Support Lead or Team Lead role in the IT area, coordinating support activities and guiding support engineers.At least 2 years of experience in technical or application support environments.Practical understanding of ITIL processes, including Incident, Problem, and Change Management.Experience coordinating incident resolution, prioritizing cases, and ensuring timely escalation to engineering teams when required.Strong troubleshooting and problem-solving skills, with the ability to analyze technical issues and identify potential root causes.General understanding of cloud-based or distributed application environments.Experience working with monitoring, logging, or observability tools to investigate incidents and system behavior.Ability to analyze logs, monitoring alerts, and system outputs to support incident investigation.Strong documentation skills, including creating and maintaining knowledge base articles, runbooks, and troubleshooting guides.Experience in improving support documentation and operational processes.Excellent communication skills in English (C1 or higher), both written and spoken.Strong collaboration and stakeholder management skills, working with support, engineering, and product teams.Customer-focused mindset with a commitment to delivering high-quality support.Ability to prioritize tasks, manage multiple cases, and work effectively under pressure- Nice to have: ITIL certification.Familiarity with Google Cloud components (e.g., Cloud Armor, Security Command Center, IAM) from a support and incident analysis perspective.Experience working in a Linux environment.Mandarin language proficiency (written and spoken) is a strong advantage.Responsibilities:Monitor team performance against SLAs, KPIs, and customer satisfaction goals.Coordinate ticket assignments, workload balancing, and ensure smooth handovers between shifts.Contribute to process improvements for incident, problem, and change management.Support management in reporting, capacity planning, and continuous service improvement initiatives.Respond to technical support requests and manage the tickets, ensuring timely response and resolution of issues.Analyzing errors and identifying root causes to resolve issues efficiently.Handling complex support requests and providing clear, well-documented solutions.Maintaining active communication with customers and stakeholders during incidents and service requests.Participating in regular queue reviews to manage ticket statuses and escalations.Acting as a single point of contact for open tickets and ensuring smooth handovers between teams.Creating and maintaining up-to-date knowledge base entries and documentation.Supporting knowledge sharing across teams to promote consistency and continuous improvement.Collaborating with L3, devops and development teams to resolve complex problems and drive root cause solutions.What we offer:22 days of annual leave per year + 3 paid sick leaves;Flexible working hours & hybrid work model;Permanent contract;Health Insurance (employee);Modern, well-equipped office in the centre of Porto;Intellias Communities (Tech, Language Clubs, Sports, Books, Parents);Coverflex benefits;Snacks and drinks at the office;Access to discount platform.Why this position:At 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.