Application Support Specialist
Location Kuala Lumpur, Malaysia (On-site)
Team Professional Services
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: willingness to join scheduled 24/7 on-call rotations (project-dependent)
How Support Works At Innovatrics
- L1: Support team (you) triage, investigation, customer comms, ticket ownership (career level T1-T2 - Junior)
- L2: System Engineers & Solution Managers deeper troubleshooting, deployments, complex analysis
- L3: Engineering product-level fixes and advanced technical resolution
You'll have
HQ Bratislava points of contact during onboarding and close cooperation as the APAC team scales.
What We're Looking For
Languages
- English (professional spoken and written)
- Malay is a plus
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 includes participation in scheduled 24/7 on-call rotations (project-dependent). During on-call periods, candidates must be able to reach the customer site within approximately one hour if required. Accommodation close to the site may be provided when necessary.
Interview Process
Here is the typical interview process for this role:
- 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.
Learn More About Us
Learn more about our culture, values, and what it's like to work at Innovatrics:
https://careers.innovatrics.com/
Benefits
Learn more about us at https://careers.innovatrics.com/
