Customer Technical Support Manager

Bw Digital; Batam; On-site; IDR 700,280,112 - 1,050,420,168; Full time

Benefits offered by this job

Insurances

Good life balance

Opportunities for professional development

Job summary

Bw Digital is seeking a Customer Technical Support Manager based in Batam, Indonesia. This role is integral to our Data Centre team, focusing on providing exceptional technical support and managing customer incidents effectively.

The ideal candidate will have over 7 years of experience in technical support within data centres, a relevant bachelor's degree, and strong knowledge of critical data centre infrastructure. The position emphasizes effective communication and professionalism during technical challenges.

Benefits include insurances, work-life balance, and opportunities for professional growth.

Qualifications

• 7+ years of experience in technical support, client services, or operations within data centres.
• Strong knowledge of data centre critical infrastructure systems (UPS, Generators, Chillers, etc.).
• Ability to remain calm under pressure during critical incidents.

Responsibilities

• Act as the first point of contact for customers on all technical matters.
• Provide updates and resolution paths for client reported incidents.
• Collaborate with Operations team to monitor and troubleshoot technical issues.
• Coordinate client-driven changes with DC operations teams.
• Support customer audits and compliance activities.

Skills

Technical support experience

Client services

Communication skills

Stakeholder management

Customer service

Education

Bachelor’s degree in electrical or mechanical engineering

Tools

Data centre critical infrastructure systems

ITIL framework

Job description

The Customer Technical Support Manager will be part of the Data Centre team.

Location

Based in our offices in Batam, Indonesia.

Overview

The Customer Technical Support Manager role focuses on providing technical support, customer incident management, customer engagement related to technical matters, ensuring that all customers facing technical issues are addressed promptly and professionally. The successful candidate will serve as the primary technical contact for clients, bridging operations, engineering, and service delivery teams.

Key Responsibilities

• Act as the first point of contact for customers on all technical matters related to the data center infrastructure and services.
• Provide timely updates and resolution paths for client reported incidents, problems, technical enquiries and support, escalations, ensuring customer satisfaction, 100% uptime and compliance with customer SLAs.
• Act as the main point of contact to client communications during critical events, incidents, disaster events, alarms, customer related Change Management, Customer Business Review meetings, and all customer technical related discussions, meetings and technical reviews.
• Work collaboratively with Operations team to monitor, troubleshoot, coordinate resolution of technical issues that affecting Manage all customer communications during critical and major incidents.
• To contribute and collaborate with internal engineering, facilities, and operations team to ensure root cause analysis and permanent fixes are delivered.
• Maintain accurate incident records in ticketing system and ensure SLA compliance.
• Coordinate client-driven changes with DC operations teams
• Support and assist customer audits, certifications, and compliance activities
• Identify recurring issues and propose proactive improvements to enhance client experience.

Qualifications & Experiences

Mandatory Requirements

• 7+ years of experience in technical support, client services, or operations within data centres
• Bachelor’s degree in electrical or mechanical engineering or related field
• Strong knowledge of data centre critical infrastructure system (UPS, Generators, Chillers, CDU, FWU/CRAH, BMS)
• Familiarity with ITIL framework, Incident Management, Change Management, Problem Management
• Excellent communication skills, stakeholder management, and customer service skills
• Ability to remain calm and professional under pressure, particularly during critical incidents

What We Offer

• Insurances
• Good life balance
• Opportunities for professional development