You will support Innovatrics’ biometric software running in production environments, with a primary focus on a long-term partner project in Kuala Lumpur and additional global customer support outside on-call rotations. You’ll be the first technical point of contact for incidents and requests, working with a structured support process and backing from HQ Bratislava & APAC team.
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.
RequirementsSkills & 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
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)
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 2,200 to 6,000 EUR/gross monthly.
We also provide a comprehensive benefits package. Details are available at https://careers.innovatrics.com/ .
Skills Required
- Linux administration experience in production environments
- Kubernetes fundamentals (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
- Willingness to join scheduled 24/7 on-call rotations and reach customer site within ~1 hour when required
- Strong ownership, structured troubleshooting, attention to detail, and clear customer communication under SLA 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)
- Exposure to messaging services
- Scripting / automation basics (Bash, Python, or similar)
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.
