Support Engineer

We are looking for a Support Engineer based in Mexico to join our team and provide technical support for our core biometric software product running in customer production environments.

What You'll Do

• Provide technical support for our core biometric software product running on customer production environments
• Monitor existing systems, troubleshoot, and resolve incidents for existing customers
• Deliver changes and patches to customer environments
• Automate recurring support and monitoring tasks using REST APIs
• Improve internal tools and procedures for deployment, monitoring, and support of Innovatrics ABIS
• Work with Linux servers, Kubernetes clusters, and Docker containers supporting production deployments
• Support and maintain database environments (SQL, Oracle)
• Collaborate with colleagues from the ABIS Business Unit (Delivery, Consulting, and Engineering) on support, product, and procedure improvements
• High proficiency in English, and Spanish (written and spoken)
• Previous experience in Application/OS Support or System Administration
• Hands-on experience with Linux server administration
• Experience with Kubernetes and Docker in a production support context
• Working knowledge of SQL and Oracle database administration
• Experience with REST APIs and automating support/monitoring tasks
• Strong troubleshooting and analytical skills, with the ability to resolve complex issues and clearly communicate solutions
• Responsible, independent, and proactive approach to work
• Team player, comfortable sharing and absorbing knowledge with colleagues
• Active English language skills
• Basic knowledge of networks and network technologies
• Willingness to participate in 24/7 on-call support rotations

Nice-to-haves

• Proficiency in Portuguese (written and spoken) is an advantage
• Prior experience supporting biometric, identity, or border-control systems
• Experience working with international, distributed teams

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 experience.
• Salary starting from: 27,800 MXN/monthly