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/
