Application Support Specialist
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Key skills for this role
About the Role
Innovatrics is seeking an Application Support Specialist to provide L1/L2 support for biometric solutions. The role involves owning customer tickets, troubleshooting using logs, coordinating with HQ and local stakeholders, and participating in 24/7 on-call rotations.
Key Skills for This Role
Responsibilities
- 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
- Contribute to knowledge base and ticket hygiene
- Participate in 24/7 on call rotations
Requirements
- Experience in technical support or application support
- Familiarity with ticketing tools (Freshdesk, Jira) and documentation (Confluence)
- Ability to troubleshoot using logs and system behavior
- Willingness to participate in 24/7 on call rotations
Full Job Posting
Overview
- 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, mo
Responsibilities
- 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, ...).
- 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.
- 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.
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