# Application Support Specialist

**Company:** [Innovatrics](http://jobs.workable.com/companies/wuBJTexNV2PmEJBaLxcHRb.md)
**Location:** Riyadh, Saudi Arabia
**Workplace:** on site
**Department:** Solution & Delivery

[Apply for this job](http://jobs.workable.com/view/4a249b5a-dd62-497e-91a8-4c50e18c4cef)

## Description

### Why This Job Is Exciting

You 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

## Requirements

### What We're Looking For

**Languages**

-   Arabic (professional spoken and written) — required
-   English (professional spoken and written) — required

**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)

On-Call & Availability

This role requires full participation in 24/7 on-call rotations as part of a dedicated single-customer engagement in Riyadh. During on-call periods, candidates must be able to reach the customer site within approximately one hour if required.

### Interview Process

-   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.