{"id":4160734,"url":"https://alion.io/job/innovatrics-support-engineer-2","title":"Support Engineer","company":{"id":6623,"name":"Innovatrics","domain":"innovatrics.com","url":"https://alion.io/company/innovatrics","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bratislava, Slovakia"],"countries":["SK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"Bash","optional":true},{"name":"Confluence","optional":true},{"name":"DNS","optional":true},{"name":"Freshdesk","optional":true},{"name":"Grafana","optional":true},{"name":"Helm","optional":true},{"name":"Jira","optional":true},{"name":"MS SQL","optional":true},{"name":"PostgreSQL","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-11-12T12:23:48Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T18:51:09Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Why This Job Is Exciting\nInnovatrics builds cutting-edge biometric identity solutions used by governments and enterprises across the globe. As a System Engineer on the ABIS team, you will sit at the intersection of infrastructure, software delivery, and customer success - deploying and maintaining our our cutting-edge software products in some of the world's most demanding environments. You won't be managing a static on-prem rack; you'll be flying to Indonesia, Kenya, Brazil, Thailand, and beyond, directly shaping how millions of people are identified.\nIn your first month, you’ll\nLearn the supported solution, customer context, and how our L1/L2/L3 support model works\nShadow ticket handling, environment checks, and incident troubleshooting in real production setups\nGet onboarded into our tooling and documentation (Freshdesk, Jira, Confluence, monitoring/log platforms)\nAs you settle into the role, you’ll\nOwn customer tickets end-to-end: triage, investigation, updates, and resolution within SLA\nTroubleshoot using logs, system behavior, and structured reproduction; escalate to L2/L3 when needed\nCoordinate with HQ and local stakeholders during incidents (Support team, System Engineers, Solution Managers, ...)\nWithin your first year, you’ll\nResolve standard incidents independently and consistently according to the support process\nContribute to knowledge base and ticket hygiene (clear steps, root cause notes, reproducible findings)\nSupport stability: help minimize downtime through proactive checks, clean escalations, and follow-through\nWhat You’ll Be Responsible For\nTicket ownership: analyze incidents, request missing info, reproduce issues, propose resolution steps\nCustomer communication: keep tickets up to date, communicate progress clearly via portal/email/calls\nOperational support: monitoring, coordinating patches/changes in customer environments, and supporting troubleshooting sessions\nEscalations & collaboration: involve System Engineers / Solution Managers / Engineering when needed, track progress\nOn-call participation: willingness to join scheduled 24/7 on-call rotations (project-dependent)\nHow Support Works at Innovatrics\n L1: Support team (you) - triage, investigation, customer comms, ticket ownership (career level T1-T2 - Junior)\nL2: System Engineers & Solution Managers - deeper troubleshooting, deployments, complex analysis\nL3: Engineering - product-level fixes and advanced technical resolution\nOn-call & availability\nThis 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.\nRequirements\nSkills & mindset\nStrong ownership, structured troubleshooting, and attention to detail\nComfortable communicating with customers under time pressure (SLA-driven)\nReliable and able to work independently, while escalating early when needed\nPrior experience supporting biometric, identity, or border-control systems\nExperience working with international, distributed teams\nTechnical Requirements\n Must-have\nLinux administration experience in production environments\nKubernetes fundamentals - ability to work with pods/services, collect and analyze logs, perform basic troubleshooting\nAbility to read logs and identify likely triggers and root causes\nExperience working in a ticket-based support environment (internal or external)\n Nice-to-have\nHelm (basic usage or understanding)\nDatabases: PostgreSQL / MSSQL / Oracle (connectivity checks, basic queries)\nNetworking fundamentals (DNS, ports, firewalls, connectivity troubleshooting)\nMonitoring & logging tools: Grafana, ELK (or similar)\nMessaging services exposure\nScripting / automation basics (Bash, Python, or similar)\nBenefits\nCompensation\nAt Innovatrics, we offer competitive compensation aligned with role level, experience, skills, and location.\nSalary: We hire across seniority levels - compensation is tailored to your experience.\nSalary starting from: 1,300,- EUR gross / monthly\nWe also provide a comprehensive benefits package. Details are available at https://careers.innovatrics.com/ .\nInterview Process\nHere is the typical interview process for this role:\n Introduction Stage - Recruiter Screen (virtual call)\n Team Interview Stage - Technical & Team Interview (single extended interview, conversation & practical case-based scenarios)\n Final Stage - CARES Interview - Values driven conversation\nWe encourage candidates to request additional conversations with team members they would like to meet.","description_format":"text","description_chars":4611,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Identity Management","Computer Vision"],"lifecycle":[{"event":"open","at":"2026-11-12T12:23:48Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":54,"reasons":["conf:0","win:early"],"computed_at":"2026-11-12T19:31:33Z"},"pay":null,"html_url":"https://alion.io/job/innovatrics-support-engineer-2","json_url":"https://alion.io/job/innovatrics-support-engineer-2.json","meta":{"generated_at":"2026-11-12T19:31:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":41137,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6623},"rest":"https://alion.io/mcp/rest/get_company?id=6623"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finnovatrics-support-engineer-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finnovatrics-support-engineer-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finnovatrics-support-engineer-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/innovatrics-support-engineer-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finnovatrics-support-engineer-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4160734}},{"tool":"search_jobs","arguments":{"company":"innovatrics.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4160734},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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