Support Engineer

Why This Job Is ExcitingInnovatrics 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 & availabilityThis 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
• Proficiency in Portuguese (written and spoken) is an advantage
• 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)

CompensationAt 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

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.