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Innovatrics

Biometric identification for government and enterprise

Support Engineer

Customer SupportPosted on Nov 12
Full-timeBratislava, Slovakia€1.3k /mo

About the Job

Requirements

  • Prior experience supporting biometric, identity, or border-control systems.
  • Experience working with international, distributed teams.
  • Linux administration experience in production environments.
  • Kubernetes fundamentals, including working with pods and services, collecting and analyzing logs, and performing basic troubleshooting.
  • Ability to read logs and identify likely triggers and root causes.
  • Experience working in a ticket-based support environment, internal or external.
  • Basic usage or understanding of Helm is desirable.
  • Familiarity with PostgreSQL, MSSQL, or Oracle for connectivity checks and basic queries is desirable.
  • Networking fundamentals, including DNS, ports, firewalls, and connectivity troubleshooting, are desirable.
  • Experience with monitoring and logging tools such as Grafana and ELK, or similar tools, is desirable.
  • Exposure to messaging services is desirable.
  • Basic scripting or automation skills, such as Bash or Python, are desirable.
  • Willingness to participate in scheduled 24/7 on-call rotations, depending on the project.
  • During on-call periods, ability to reach the customer site within approximately one hour if required.

Responsibilities

  • Learn the supported solution, customer context, and the L1/L2/L3 support model.
  • Shadow ticket handling, environment checks, and incident troubleshooting in production environments.
  • Become familiar with the team's tooling and documentation, including Freshdesk, Jira, Confluence, and monitoring and logging platforms.
  • Own customer tickets end-to-end by triaging, investigating, providing updates, and resolving issues within the service-level agreement.
  • Troubleshoot using logs, system behavior, and structured reproduction, and escalate to L2/L3 when needed.
  • Coordinate with headquarters and local stakeholders during incidents, including the Support team, System Engineers, and Solution Managers.
  • Resolve standard incidents independently and consistently according to the support process.
  • Contribute to the knowledge base and ticket hygiene by documenting clear steps, root-cause notes, and reproducible findings.
  • Help minimize downtime through proactive checks, clean escalations, and follow-through.
  • Analyze incidents, request missing information, reproduce issues, and propose resolution steps.
  • Keep customer tickets up to date and communicate progress clearly through the portal, email, and calls.
  • Monitor customer environments, coordinate patches and changes, and support troubleshooting sessions.
  • Involve System Engineers, Solution Managers, or Engineering in escalations as needed, and track progress.
  • Participate in scheduled 24/7 on-call rotations when required by the project.

About the Company

Innovatrics

Biometric identification for government and enterprise

Innovatrics provides biometric solutions for governments and enterprises, focusing on fingerprint and face recognition. Its software runs biometric algorithms for enrollment, matching, and verification and can be integrated into existing systems through an open architecture that avoids vendor lock-in. The company differentiates itself with independent EU-based status, a long track record (600+ projects in 80 countries), and ongoing R&D that delivers fast, accurate performance in independent tests. Its goal is to deliver fast, scalable biometric identification that works across multiple countries and use cases, with strong support and professional services.

Company size
51-200
Company stage
Not listed
Total funding
Not listed
Headquarters
Bratislava, Slovakia
Founded
2006

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