Application Support Specialist

Why This Job Is ExcitingYou will support Innovatrics' biometric software running in production environments, with a primary focus on a dedicated long-term partner project in Riyadh. You'll be the first technical point of contact for incidents and requests, working within a structured support process and backed up by a remote team from HQ Bratislava.

How Support Works at Innovatrics• L1: Support team (you) — triage, investigation, customer comms, ticket ownership (career level T1-T2 - Junior) • L2: System Engineers & Solution Delivery Managers — deeper troubleshooting, deployments, complex analysis • L3: Engineering — product-level fixes and advanced technical resolution

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 Delivery 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 the customer environment, and supporting troubleshooting sessions • Escalations & collaboration: involve System Engineers / Solution Delivery Managers / Engineering when needed, track progress • On-call participation: active participation in 24/7 on-call rotations as part of this dedicated customer engagement