System Engineer

Innovatrics

System Engineer managing customer incidents and support in production environments for Innovatrics. Collaborating with global teams and conducting troubleshooting in a fast-paced environment.

Posted 7/16/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong troubleshooting capabilities in Linux administration and Kubernetes fundamentals, with a focus on incident resolution and customer communication. Proficient in managing tickets in a support environment while maintaining attention to detail and adherence to SLAs.

Highest-signal resume keywords

Linux AdministrationKubernetes FundamentalsTicket-Based Support ExperienceStructured TroubleshootingProficient in English, Spanish, and Portuguese

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Log AnalysisBasic ScriptingDatabase Connectivity ChecksNetworking FundamentalsIncident Analysis

Soft Skills

Strong OwnershipAttention to DetailEffective Communication Under PressureReliabilityIndependence

Tools & Technologies

GrafanaELKHelmPostgreSQLMSSQLOracle

Industry Keywords

L1 SupportL2 SupportL3 SupportIncident TroubleshootingCustomer Support

Tech Stack

Tools & technologies

DNSFirewallsGrafanaKubernetesLinuxOraclePostgresPython

About the role

Key responsibilities & impact

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
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, ...)
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
Analyze incidents, request missing info, reproduce issues, propose resolution steps
Keep tickets up to date, communicate progress clearly via portal/email/calls
Monitoring, coordinating patches/changes in customer environments, and supporting troubleshooting sessions
Involve System Engineers / Solution Managers / Engineering when needed, track progress
Willingness to join scheduled 24/7 on-call rotations (project-dependent)

Requirements

What you’ll need

High proficiency in English, Spanish, and Portuguese (written and spoken)
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
Must-have
Linux administration experience in production environments
Kubernetes fundamentals – ability to work with pods/services, collect and analyze logs, perform basic troubleshooting
Ability to read logs and identify likely triggers and root causes
Experience working in a ticket-based support environment (internal or external)
Nice-to-haves
Helm (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 exposure
Scripting / automation basics (Bash, Python, or similar)

Benefits

Comp & perks

CompensationAt 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.