Application Support Specialist (Kuala Lumpur)

Application Support Specialist

Location Kuala Lumpur, Malaysia (On-site)
Team Professional Services

Why This Job Is Exciting

You’ll support Innovatrics’ biometric software running in production environments for a long-term partner project in Kuala Lumpur. You’ll be the first technical point of contact for incidents and requests, working with a structured support process and backing from HQ Bratislava & APAC team.

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
• L2: System Engineers & Solution Managers — deeper troubleshooting, deployments, complex analysis
• L3: Engineering — product-level fixes and advanced technical resolution
  
  You’ll have HQ Bratislava points of contact during onboarding and close cooperation as the APAC team scales.

What We’re Looking For

Languages

• English & Malay (professional spoken and written)

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

• Linux administration skills
• Ability to read logs and identify likely triggers/root causes
• Basics (advantage):
• Databases: PostgreSQL / MSSQL / Oracle
• Networking & troubleshooting fundamentals
• Monitoring/logging: Grafana / ELK
• Messaging services
• Scripting/automation exposure (nice-to-have)

Learn more about us at https://careers.innovatrics.com/