Why This Job Is Exciting
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.
How Support Works At Innovatrics
- 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
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 Delivery 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 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
Requirements
What We're Looking For
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.
Interview Process
- 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.
