Application Support Specialist - Global Tech Provider

Michael Page; Daerah Khusus Ibukota Jakarta; Remote; USD 25.000 - 40.000; Full time

Job summary

A global tech company is seeking an experienced Application Support/TechOps professional based in Jakarta to enhance client support. This role involves diagnosing technical issues, managing documentation, and collaborating with international clients. Candidates should have a strong background in Python or Java, with a proven ability to troubleshoot software installations in fintech environments. Remote work is also part of the offer, allowing opportunities to interact with renowned clients globally.

Benefits

Remote work arrangement

Opportunity to connect with decorated clients across multiple countries

Qualifications

• Over 3 years of experience in Application Support/TechOps.
• Proficient in Python/Java and JIRA.
• Strong communication skills in English.

Responsibilities

• Diagnose and resolve technical issues for clients.
• Manage client requests and document resolutions in JIRA.
• Create product documentation and video tutorials.

Skills

Python

Java

JIRA software

Troubleshooting

Analytical thinking

Education

Advanced education in Computer Science

Information Technology

Related field

Job description

• Maintain and support highly decorated customers
• Participate in impactful financial products

About Our Client

Our client is a global tech based out of Europe with analytics products implemented in financial services institutions across the world.

Job Description

• Diagnose and resolve technical issues, providing support both internally and externally.
• Track and manage client requests and issues, documenting resolutions in Jira Service Desk.
• Assess whether issues are covered in the existing knowledge base, and if not, create new documentation, video tutorials, or request additional support material.
• Redirect or escalate problems to appropriate teams, such as data scientists, product, or engineering, when necessary.
• Assist with onboarding new clients by troubleshooting on-premise or private cloud software.
• Develop product documentation and Confluence resources, including Security, Installation, Admin guides, and technical requirements.
• Take ownership, prioritize, and troubleshoot a wide range of client support issues, creating response plans for both simple and complex cases related to the platform and SLAs.
• Plan to develop multi-level technical support in the long term

The Successful Applicant

• Over 3 years of experience in Application Support/TechOps and knowledge in following language: Python/Java.
• Exposure/experience to financial services/fintech projects.
• Proficient in working with JIRA software.
• Advanced education in Computer Science, Information Technology, or a related field.
• Proven ability to troubleshoot on-premise and cloud installations while collaborating with international clients or partners.
• Strong communication skills, with the ability to effectively, courteously, and professionally convey information in English.
• Skilled at explaining technical concepts to non-technical audiences.
• Highly detail-oriented with the ability to prioritize tasks and perform effectively in a fast-paced environment.
• Strong analytical and critical thinking abilities to diagnose support issues, understand client needs, gather data, establish facts, and draw sound conclusions.

What's on Offer

• Remote work arrangement
• Opportunity to connect with decorated clients across multiple countries