Customer Support Specialist (Technical Support)

Eterna, LLC; Indonesia; Remote; IDR 120,000,000 - 180,000,000; Full time

Job summary

Eterna, LLC is seeking a Customer Support Specialist (Technical Support) in Indonesia. You will act as a bridge between users and the engineering team, solving complex issues and documenting steps for fixes.

You’ll translate technical concepts into clear language and contribute to self-service improvements. Candidates should have strong problem-solving and analytical skills, experience in customer or technical support, and the ability to communicate clearly.

Qualifications

• Strong problem-solving and analytical abilities.
• Experience in customer or technical support roles.
• Ability to translate technical concepts into plain language.

Responsibilities

• Resolve complex user issues beyond basic support.
• Investigate and reproduce bugs with clear reproduction steps for engineering.
• Use Zendesk/HubSpot to manage tickets and customer history.
• Translate technical concepts into simple, user-friendly explanations.
• Identify recurring issues and document self-service improvements.
• Surface product feedback and customer pain points to the team.

Skills

Problem-solving

Analytical thinking

Communication

Documentation

Proactive mindset

Tools

Zendesk

HubSpot

Job description

Customer Support Specialist (Technical Support)

About the Role

We’re looking for a sharp, solutions-driven Customer Support Specialist who thrives on solving complex problems and delivering exceptional user experiences. This role goes beyond basic support—you’ll act as the bridge between users and our engineering team.

What You’ll Do

• Resolve complex user issues that go beyond basic “how-to” support
• Investigate and reproduce bugs, documenting clear steps for engineering fixes
• Use tools like Zendesk and HubSpot to manage tickets and customer history
• Translate technical concepts into simple, user-friendly explanations
• Identify recurring issues and create clear documentation to improve self-service support
• Act as the voice of the customer by surfacing product feedback and pain points

What We’re Looking For

• Strong problem-solving and analytical skills
• Experience in customer support, technical support, or similar roles
• Familiarity with tools like Zendesk, HubSpot, or similar platforms
• Ability to communicate technical information in a simple, clear way
• Detail-oriented with strong documentation skills
• Proactive mindset — you don’t just fix problems, you prevent them

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