Global Connectivity Support Engineer

IDEMIA

Jakarta Pusat

On-site

IDR 180,000,000 - 300,000,000

Full time

14 days+

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Job summary

IDEMIA in Jakarta seeks a Global Technical Support engineer to own application performance and availability, collaborating with Product Development, R&D, and engineering teams to deliver high-quality services for clients worldwide.

You will investigate, troubleshoot, and resolve complex incidents, serve as SME for Smart Card, eSIM, IoT, and digital connectivity solutions, and drive process improvements, knowledge management, and documentation.

Qualifications

Bachelor's degree in Computer Science, Engineering, Telecommunications, or a related technical field.
Minimum 4-5 years of experience in Technical Support, Telecom, Mobile Connectivity, Smart Card, eSIM, or related technology environments.
Hands-on experience in the Smart Card industry is required, with solid understanding of SIM/eSIM technologies, provisioning processes, and mobile network ecosystems.
Experience supporting IoT connectivity solutions, digital profile management, or related mobile connectivity technologies is required.
Strong English communication skills with the ability to explain complex technical concepts clearly and collaborate effectively in a global, cross-functional environment.

Responsibilities

Provide technical support by investigating, troubleshooting, and resolving complex incidents escalated by customer-facing support teams and technical communities.
Support internal global technical teams by serving as a subject matter expert for Smart Card, eSIM, IoT, and digital connectivity solutions.
Analyze, reproduce, and document technical issues, working closely with Product Development, R&D, and engineering teams to drive resolution.
Manage, prioritize, and coordinate Jira tickets to ensure timely resolution within agreed service levels and operational objectives.
Develop and implement effective workarounds, corrective actions, and technical recommendations to minimize business and operational impact.
Act as the technical liaison between global support teams and technical stakeholders, providing guidance on product functionality, configuration, and best practices.
Lead or contribute to continuous improvement initiatives, including support process optimization, tool enhancements, automation opportunities, and knowledge management projects.
Create and maintain technical documentation, knowledge articles, and troubleshooting guides while promoting knowledge sharing across the technical community.