SystemEngineer

### **Why This Job Is Exciting** 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) ### **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:** willingnes