PLEASE SEND YOUR CV IN ENGLISH LANGUAGE.Why This Job Is ExcitingIn your first month, you'llLearn the supported solution, customer context, and how our L1/L2/L3 support model worksShadow ticket handling, environment checks, and incident troubleshooting in real production setupsGet onboarded into our tooling and documentation (Freshdesk, Jira, Confluence, monitoring/log platforms)As you settle into the role, you'llOwn customer tickets end-to-end: triage, investigation, updates, and resolution within SLATroubleshoot using logs, system behavior, and structured reproduction; escalate to L2/L3 when neededCoordinate with HQ and local stakeholders during incidents (Support team, System Engineers, Solution Managers, ...)Within your first year, you'llResolve standard incidents independently and consistently according to the support processContribute 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-throughWhat You'll Be Responsible ForTicket ownership:analyze incidents, request missing info, reproduce issues, propose resolution stepsCustomer communication:keep tickets up to date, communicate progress clearly via portal/email/callsOperational support:monitoring, coordinating patches/changes in customer environments, and supporting troubleshooting sessionsEscalations & collaboration:involve System Engineers / Solution Managers / Engineering when needed, track progressOn-call participation:willingness to join scheduled24/7 on-call rotations(project-dependent)How Support Works at InnovatricsL1:Support team (you) — triage, investigation, customer comms, ticket ownership (career level T1-T2 - Junior)L2:System Engineers & Solution Managers — deeper troubleshooting, deployments,



complex analysisL3:Engineering — product-level fixes and advanced technical resolutionOn-call & availabilityThis 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.RequirementsHigh proficiency in English and Portuguese (written and spoken)Strong ownership, structured troubleshooting, and attention to detailComfortable communicating with customers under time pressure (SLA-driven)Reliable and able to work independently, while escalating early when neededTechnical RequirementsMust-haveLinux administration experience in production environmentsKubernetes fundamentals – ability to work with pods/services, collect and analyze logs, perform basic troubleshootingAbility to read logs and identify likely triggers and root causesExperience working in a ticket-based support environment (internal or external)Nice-to-havesProficiency in Spanish (written and spoken) is an advantageHelm (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 exposureScripting / automation basics (Bash, Python, or similar)Interview ProcessHere 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 conversationWe encourage candidates to request additional conversations with team members they would like to meet.BenefitsCompensationAt Innovatrics, we offer competitive compensation aligned with role level, experience, skills, and location.Salary: We hire across seniority levels — compensation is tailored to your experience.Salary starting from: 30,000 MXN/gross monthlyPLEASE SEND YOUR CV IN ENGLISH LANGUAGE.

📌 System Engineer (Xico)
🏢 Innovatrics
📍 Xico