Support Engineer (Biometric Identity Solutions)

About the role

Innovatrics builds biometric identity solutions used by governments and enterprises worldwide. As a Support Engineer on the ABIS team, you will deploy and maintain the company's software products in demanding environments, working in a hybrid workplace within the Professional Services department. The role sits at the intersection of infrastructure, software delivery and customer success.

Key responsibilities

• Learn the supported solution, customer context and the L1/L2/L3 support model in the first month
• Own customer tickets end-to-end: triage, investigation, updates and resolution within SLA
• Troubleshoot using logs and system behaviour, escalating to L2/L3 when needed
• Coordinate with HQ and local stakeholders during incidents
• Monitor, coordinate patches and changes in customer environments, and contribute to knowledge base and ticket hygiene
• Participate in scheduled 24/7 on-call rotations (project-dependent); on-call periods require reaching the customer site within about one hour, with accommodation possibly provided

Required profile

• Prior experience supporting biometric, identity or border-control systems
• Experience working with international, distributed teams
• Strong ownership, structured troubleshooting and attention to detail
• Comfortable communicating with customers under time pressure and able to work independently

Required skills

• Linux administration in production environments
• Kubernetes fundamentals: pods, services, log collection and analysis
• Reading logs to find triggers and root causes
• Ticket-based support experience
• Nice to have: Helm, PostgreSQL / MSSQL / Oracle, networking basics, Grafana / ELK, messaging services, Bash / Python scripting

What we offer

• Salary starting from 1,300 EUR gross per month, tailored to experience and location
• A comprehensive benefits package
• Hybrid workplace