Application Support Specialist

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.