Location Kuala Lumpur, Malaysia (On-site)

Team Professional Services

Why This Job Is Exciting

You'll support Innovatrics biometric software running in production environments for a long-term partner project in Kuala Lumpur. 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: willingness to join scheduled 24/7 on-call rotations (project-dependent)

What We're Looking For

Languages

English & Malay (professional spoken and written)

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

Linux administration skills
Ability to read logs and identify likely triggers/root causes
Basics (advantage):
Databases: PostgreSQL / MSSQL / Oracle
Networking & troubleshooting fundamentals
Monitoring/logging: Grafana / ELK
Messaging services
Scripting/automation exposure (nice-to-have)

Benefits

Learn more about us and our offering at https://careers.innovatrics.com/

Application Support Specialist (Kuala Lumpur)