The Role
Provide production technical support for Innovatrics ABIS biometric software: monitor, troubleshoot, patch, and automate support tasks. Manage Linux servers, Kubernetes clusters, Docker containers, and SQL/Oracle databases. Collaborate with delivery, consulting, and engineering teams, participate in 24/7 on-call rotations, and improve deployment, monitoring, and support tools and procedures.
Summary Generated by Built In
PLEASE SEND YOUR CV IN ENGLISH LANGUAGE.
Why This Job Is Exciting
In your first month, you’ll- 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 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 customer environments, and supporting troubleshooting sessions
- Escalations & collaboration: involve System Engineers / Solution Managers / Engineering when needed, track progress
- On-call participation: willingness to join scheduled 24/7 on-call rotations (project-dependent)
- L1: Support team (you) — triage, investigation, customer comms, ticket ownership (career level T1-T2 - Junior)
- L2: System Engineers & Solution Managers — deeper troubleshooting, deployments, complex analysis
- L3: Engineering — product-level fixes and advanced technical resolution
On-call & availability
This role includes participation in scheduled 24/7 on-call rotations (project-dependent). During on-call periods, candidates must be able to reach the customer site within approximately one hour if required. Accommodation close to the site may be provided when necessary.
Requirements
- High proficiency in English and Portuguese (written and spoken)
- 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
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-haves
- Proficiency in Spanish (written and spoken) is an advantage
- 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)
Interview Process
Here is the typical interview process for this role:
- 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.
BenefitsCompensation
At Innovatrics, we offer competitive compensation aligned with role level, experience, skills, and location.
Salary: We hire across seniority levels — compensation is tailored to your experience.
Salary starting from: 30,000 MXN/gross monthly
PLEASE SEND YOUR CV IN ENGLISH LANGUAGE.
Skills Required
- High proficiency in English and Portuguese (written and spoken)
- Previous experience in Application/OS Support or System Administration
- Hands-on experience with Linux server administration
- Experience with Kubernetes and Docker in a production support context
- Working knowledge of SQL and Oracle database administration
- Experience with REST APIs and automating support/monitoring tasks
- Strong troubleshooting and analytical skills with clear communication
- Responsible, independent, and proactive approach to work
- Team player, comfortable sharing and absorbing knowledge
- Basic knowledge of networks and network technologies
- Willingness to participate in 24/7 on-call support rotations
- Prior experience supporting biometric, identity, or border-control systems
- Experience working with international, distributed teams
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The Company
What We Do
Innovatrics is an independent provider of trusted biometric software solutions, including face and fingerprint recognition, used by governments and enterprises worldwide to secure digital and physical identities.
