# System Engineer

> Innovatrics · Bratislava, Slovakia (Hybrid) · — · Posted 2026-06-08

**Workplace:** hybrid

**Department:** Professional Services

## Description

### **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

**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.

## Requirements

### **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)

**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.

## Benefits

### Compensation

At Innovatrics, we offer competitive compensation aligned with role level, experience, skills, and location.

**Salary**: We hire across seniority levels — compensation is tailored to your experience.

**Salary starting from** 2,200 to 6,000 EUR/gross monthly.

We also provide a comprehensive benefits package. Details are available at [https://careers.innovatrics.com/](https://careers.innovatrics.com/) .

## Apply

[Apply at Innovatrics](https://apply.workable.com/innovatrics/j/3EE3244F3B/apply)

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