Support Engineer

Why This Job Is Exciting

Innovatrics builds cutting-edge biometric identity solutions used by governments and enterprises across the globe. As a System Engineer on the ABIS team, you will sit at the intersection of infrastructure, software delivery, and customer success — deploying and maintaining our our cutting-edge software products in some of the world's most demanding environments. You won't be managing a static on-prem rack; you'll be flying to Indonesia, Kenya, Brazil, Thailand, and beyond, directly shaping how millions of people are identified.

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)

As you settle into the role, you’ll

• 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, ...)

Within your first year, you’ll

• 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

What You’ll Be Responsible For

• 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)

How Support Works at Innovatrics

• 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.

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
• Prior experience supporting biometric, identity, or border-control systems
• Experience working with international, distributed teams

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)

Compensation

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: 1,300,- EUR gross / monthly

We also provide a comprehensive benefits package. Details are available at https://careers.innovatrics.com/ .

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.