Application Support Specialist
Description
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.