System Engineer

Innovatrics

26d•Onsite

About The Position

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

Requirements

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
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)

Responsibilities

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)