System Engineer

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Acquire knowledge of the supported solution, customer context, and the workings of our L1/L2/L3 support model.

• Observe ticket management, environment checks, and incident resolution in actual production environments.

• Take full ownership of customer tickets from start to finish: triage, investigation, updates, and resolution within SLA.

• Diagnose issues using logs, system behavior, and structured reproduction; escalate to L2/L3 when necessary.

• Collaborate with HQ and local stakeholders during incidents (including Support team, System Engineers, Solution Managers, etc.).

• Independently and consistently resolve standard incidents in accordance with the support process.

• Contribute to the knowledge base and maintain ticket hygiene (including clear steps, root cause documentation, and reproducible findings).

• Support stability by minimizing downtime through proactive checks, clean escalations, and follow-through.

• Analyze incidents, request necessary information, reproduce issues, and suggest resolution steps.

• Ensure tickets are current and communicate progress clearly through the portal, email, or calls.

• Monitor and coordinate patches/changes in customer environments, and assist in troubleshooting sessions.

• Engage System Engineers, Solution Managers, or Engineering when required, and track progress.

• Willingness to participate in scheduled 24/7 on-call rotations (depending on the project).

⛳️ Requirements

• High proficiency in English, Spanish, and Portuguese (both written and spoken).

• Strong sense of ownership, structured troubleshooting skills, and attention to detail.

• Comfortable communicating with customers under time constraints (SLA-driven).

• Dependable and capable of working independently while escalating issues early when necessary.

• Must-have skills include:

• Linux administration experience in production settings.

• Understanding of Kubernetes fundamentals – ability to work with pods/services, collect and analyze logs, and perform basic troubleshooting.

• Capability to read logs and identify potential triggers and root causes.

• Experience in a ticket-based support environment (whether internal or external).

• Nice-to-have skills include:

• Basic usage or understanding of Helm.

• Experience with databases: PostgreSQL / MSSQL / Oracle (connectivity checks, basic queries).

• Understanding of networking fundamentals (DNS, ports, firewalls, connectivity troubleshooting).

• Familiarity with monitoring & logging tools: Grafana, ELK (or similar).

• Exposure to messaging services.

• Basic knowledge of scripting/automation (Bash, Python, or similar).

🏝️ Benefits

• Compensation: At Innovatrics, we provide competitive compensation that is aligned with role level, experience, skills, and location.

• Salary: We hire across various seniority levels, and compensation is tailored to your experience.