Application Support Specialist (Kuala Lumpur)

Innovatrics; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading biometric software firm in Kuala Lumpur is seeking an Application Support Specialist to provide expert support for its biometric software. In this role, you will manage customer tickets, analyze incidents, and ensure effective communication with clients. The ideal candidate will possess strong troubleshooting skills, proficiency in Linux, and professional language abilities in English and Malay. This position offers a dynamic work environment with potential for growth.

Qualifications

• Professional spoken and written English & Malay skills.
• Strong ownership and structured troubleshooting abilities.
• Ability to read logs and identify likely triggers/root causes.

Responsibilities

• Analyze incidents, request missing info, reproduce issues, propose resolution steps.
• Keep tickets up to date and communicate progress clearly.
• Monitor and coordinate patches/changes in customer environments.

Skills

Strong ownership

Structured troubleshooting

Attention to detail

Comfortable communicating with customers under time pressure

Tools

Linux

PostgreSQL

MSSQL

Oracle

Grafana

ELK

Job description

Application Support Specialist

Location Kuala Lumpur, Malaysia (On-site)
Team Professional Services

Why This Job Is Exciting

You’ll support Innovatrics’ biometric software running in production environments for a long-term partner project in Kuala Lumpur. You’ll be the first technical point of contact for incidents and requests, working with a structured support process and backing from HQ Bratislava & APAC team.

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, monitoring/log platforms)

As you settle into the role, you’ll

• Own customer tickets end-to-end: triage, investigation, updates, and resolution within SLA
• Troubleshoot using logs, system behavior, and structured reproduction; elevate to L2/L3 when needed
• Coordinate with HQ and local stakeholders during incidents (Support team, System Engineers, Solution Managers, …)

Within your first year, you’ll

• 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

What You’ll Be Responsible For

• 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 customer environments, and supporting troubleshooting sessions
• Escalations & collaboration: involve System Engineers / Solution Managers / Engineering when needed, track progress
• On-call participation: willingness to join scheduled 24/7 on-call rotations (project-dependent)

How Support Works at Innovatrics

• L1: Support team (you) — triage, investigation, customer comms, ticket ownership
• L2: System Engineers & Solution Managers — deeper troubleshooting, deployments, complex analysis
• L3: Engineering — product-level fixes and advanced technical resolution

You’ll have HQ Bratislava points of contact during onboarding and close cooperation as the APAC team scales.

What We’re Looking For

Languages

• English & Malay (professional spoken and written)

Skills & mindset

• 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

Technical requirements

• Linux administration skills
• Ability to read logs and identify likely triggers/root causes
• Basics (advantage):
• Databases: PostgreSQL / MSSQL / Oracle
• Networking & troubleshooting fundamentals
• Monitoring/logging: Grafana / ELK
• Messaging services
• Scripting/automation exposure (nice-to-have)

Learn more about us at https://careers.innovatrics.com/