Application Support Specialist

You will support Innovatrics' biometric software running in production environments, with a primary focus on a dedicated long-term partner project in Riyadh. You'll be the first technical point of contact for incidents and requests, working within a structured support process and backed up by a remote team from HQ Bratislava.

• L1: Support team (you) — triage, investigation, customer comms, ticket ownership (career level T1-T2 - Junior)
• L2: System Engineers & Solution Delivery Managers — deeper troubleshooting, deployments, complex analysis
• L3: Engineering — product-level fixes and advanced technical resolution

• Learn the supported solution, customer context, and how our L1/L2/L3 support model works
• Shadow ticket handling, environment checks, and incident troubleshooting in real production setups
• Get onboarded into our tooling and documentation (Freshdesk, Jira, Confluence, monitoring/log platforms)

• Own customer tickets end-to-end: triage, investigation, updates, and resolution within SLA
• Troubleshoot using logs, system behavior, and structured reproduction; escalate to L2/L3 when needed
• Coordinate with HQ and local stakeholders during incidents (Support team, System Engineers, Solution Delivery Managers, ...)

• Resolve standard incidents independently and consistently according to the support process
• Contribute to knowledge base and ticket hygiene (clear steps, root cause notes, reproducible findings)
• Support stability: help minimize downtime through proactive checks, clean escalations, and follow-through

• Ticket ownership: analyze incidents, request missing info, reproduce issues, propose resolution steps
• Customer communication: keep tickets up to date, communicate progress clearly via portal/email/calls
• Operational support: monitoring, coordinating patches/changes in the customer environment, and supporting troubleshooting sessions
• Escalations & collaboration: involve System Engineers / Solution Delivery Managers / Engineering when needed, track progress
• On-call participation: active participation in 24/7 on-call rotations as part of this dedicated customer engagement

Languages

• Arabic (professional spoken and written) — required
• English (professional spoken and written) — required

Skills & Mindset

• Strong ownership, structured troubleshooting, and attention to detail
• Comfortable communicating with customers under time pressure (SLA-driven)
• Reliable and able to work independently, while escalating early when needed

Technical Requirements

Must-have:

• Linux administration experience in production environments
• Kubernetes fundamentals — ability to work with pods/services, collect and analyze logs, perform basic troubleshooting
• Ability to read logs and identify likely triggers and root causes
• Experience working in a ticket-based support environment (internal or external)

Nice-to-have:

• Helm (basic usage or understanding)
• Databases: PostgreSQL / MSSQL / Oracle (connectivity checks, basic queries)
• Networking fundamentals (DNS, ports, firewalls, connectivity troubleshooting)
• Monitoring & logging tools: Grafana, ELK (or similar)
• Messaging services exposure
• Scripting / automation basics (Bash, Python, or similar)

On-Call & Availability

This role requires full participation in 24/7 on-call rotations as part of a dedicated single-customer engagement in Riyadh. During on-call periods, candidates must be able to reach the customer site within approximately one hour if required.

• Introduction Stage — Recruiter Screen (virtual call)
• Team Interview Stage — Technical & Team Interview (single extended interview, conversation & practical case-based scenarios)
• Final Stage — CARES Interview — Values driven conversation

We encourage candidates to request additional conversations with team members they would like to meet.