We are looking for a Support Engineer to join our team and provide technical support for our core biometric software product running in customer production environments.
What You'll Do
- Provide technical support for our core biometric software product running on customer production environments
- Monitor existing systems, troubleshoot, and resolve incidents for existing customers
- Deliver changes and patches to customer environments
- Automate recurring support and monitoring tasks using REST APIs
- Improve internal tools and procedures for deployment, monitoring, and support of Innovatrics ABIS
- Work with Linux servers, Kubernetes clusters, and Docker containers supporting production deployments
- Support and maintain database environments (SQL, Oracle)
- Collaborate with colleagues from the ABIS Business Unit (Delivery, Consulting, and Engineering) on support, product, and procedure improvements
Requirements
- High proficiency in English, and Spanish (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 the ability to resolve complex issues and clearly communicate solutions
- Responsible, independent, and proactive approach to work
- Team player, comfortable sharing and absorbing knowledge with colleagues
- Active English language skills
- Basic knowledge of networks and network technologies
- Willingness to participate in 24/7 on-call support rotations
Nice-to-haves
- Proficiency in Portuguese (written and spoken) is an advantage
- Prior experience supporting biometric, identity, or border-control systems
- Experience working with international, distributed teams
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: 11,000 BRL/monthly
Skills Required
- High proficiency in English, Spanish, and Portuguese (written and spoken)
- Linux administration experience in production environments
- Kubernetes fundamentals (work with pods/services, collect/analyze logs, basic troubleshooting)
- Ability to read logs and identify likely triggers and root causes
- Experience working in a ticket-based support environment (internal or external)
- Willingness to join scheduled 24/7 on-call rotations and be able to reach customer site within ~1 hour when required
- Strong ownership, structured troubleshooting, attention to detail, and ability to communicate under SLA/time pressure
- 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)
- Familiarity with ticketing and collaboration tools (Freshdesk, Jira, Confluence) — onboarding provided
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.
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