System Engineer

Innovatrics

Support Engineer managing customer tickets and incidents with L1/L2/L3 support model. Collaborating with stakeholders and ensuring ticket resolution in a hybrid environment.

Posted 7/21/2026full-timeMexico City • 🇲🇽 MexicoMid-LevelSenior💰 R$11,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong troubleshooting skills in Linux environments, with a focus on incident resolution and customer communication. Proficient in using monitoring and logging tools to analyze and resolve issues effectively while maintaining ticket hygiene.

Highest-signal resume keywords

Linux AdministrationStructured TroubleshootingKubernetes FundamentalsTicket-Based Support ExperienceMonitoring & Logging Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Linux AdministrationKubernetes FundamentalsPostgreSQLMSSQLOracleScripting BasicsBashPythonNetworking FundamentalsHelm

Soft Skills

Strong OwnershipAttention to DetailEffective CommunicationReliabilityAbility to Work Independently

Tools & Technologies

FreshdeskJiraConfluenceGrafanaELK

Industry Keywords

Incident TroubleshootingCustomer SupportSLA ManagementKnowledge Base ContributionProactive Checks

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
Get onboarded into our tooling and documentation (Freshdesk, Jira, Confluence, monitoring/log platforms)
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 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
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)
Proficiency in Spanish (written and spoken) is an advantage
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.
Salary starting from: 11,000 BRL/gross monthly