System Engineer

### **Why This Job Is Exciting** ### **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. - High proficiency in English, Spanish, and Portuguese (written and spoken) - 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-haves** - 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. ### 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…