Client Operations Technical Support Engineer

PT Brokeret Fintech Solutions; Tangerang; On-site; IDR 133,920,000 - 223,200,000; Full time

Job summary

PT Brokeret Fintech Solutions seeks a capable first-line technical responder for broker clients. You triage incidents across platform, bridge, and integration faults, reproduce issues across environments, and coordinate with engineering for fixes.

You will produce incident updates, mitigations, and post-incident RCAs, maintain runbooks and diagnostic playbooks, and help keep clients informed until cases are closed.

Qualifications

• 2+ years in technical support, SRE, or operations for trading, payments, or low-latency services.
• Comfortable with logs, monitoring, APIs, SQL, and basic scripting to reproduce and diagnose issues.
• Clear written and verbal communication with technical and non-technical stakeholders.
• Track record of reproducing cross-environment problems and delivering practical RCAs.

Responsibilities

• Act as first responder for platform, bridge, and integration incidents and service degradations.
• Triage, reproduce, and prioritise issues using logs, traces, and test environments.
• Coordinate troubleshooting and fixes with engineering, QA, and client technical teams.
• Produce clear incident updates, temporary mitigations, and concise post-incident RCAs.
• Maintain runbooks, integration guides, and diagnostic playbooks.
• Review and prioritise the support queue, on-call handovers, and SLA targets.
• Troubleshoot live incidents, apply mitigations, and validate permanent fixes.
• Run diagnostics on staging and integration connectors to prevent regressions.
• Participate in deployments or configuration changes that impact client integrations.
• Update documentation and share operational learnings with product and engineering.

Skills

Log analysis

Monitoring

API usage

SQL

Scripting (Python/Shell)

Job description

You are the first technical line for broker clients running Brokeret's systems. You investigate platform, bridge, and integration faults, reproduce issues across environments, coordinate with engineering for fixes, and ensure the client is updated until the case is closed.

What you'll own

• Act as first responder for platform, bridge, and integration incidents and service degradations.
• Triage, reproduce, and prioritise issues using logs, traces, and test environments.
• Coordinate troubleshooting and fixes with engineering, QA, and client technical teams.
• Produce clear incident updates, temporary mitigations, and concise post-incident RCAs.
• Maintain runbooks, integration guides, and diagnostic playbooks.

A typical week

• Review and prioritise the support queue, on-call handovers, and SLA targets.
• Troubleshoot live incidents, apply mitigations, and validate permanent fixes.
• Run diagnostics on staging and integration connectors to prevent regressions.
• Participate in deployments or configuration changes that impact client integrations.
• Update documentation and share operational learnings with product and engineering.

What we look for

• Experience (typically 2+ years) in technical support, SRE, or operations for trading, payments, or low-latency services.
• Comfortable with logs, monitoring, APIs, SQL, and basic scripting (Python/Shell) to reproduce and diagnose issues.
• Clear written and verbal communication with both technical and non-technical stakeholders.
• Track record of reproducing cross-environment problems and delivering practical RCAs.
• Client-focused, calm under pressure, and pragmatic about trade-offs between speed and stability.