Global Support Engineering Lead

Flintex Consulting; Jakarta Pusat; On-site; IDR 446,400,000 - 892,800,000; Full time

Job summary

Company Jakarta, Indonesia is seeking a tech-savvy Engineer who leads and mentors Support Engineers to deliver high-quality, timely support to Company’s global customers. They communicate effectively to build client trust and demonstrate strong leadership and problem-solving skills.

The role requires adaptability in a fast-paced environment, with travel to customer sites worldwide as needed. You will drive SLA compliance, organize regular client calls, and report to the Global Support Head.

Qualifications

• Bachelor’s degree in computer science, software engineering, or a related field.
• Strong knowledge of Java and .NET.
• Experience supporting a 24x7 shift with a team of at least 5.
• Proficient in troubleshooting and log analysis.
• Experience with CTI/IVR/PBX/Agent Desktop is a plus.
• Understanding contact center and telephony concepts.
• Willingness to travel to customer sites globally.

Responsibilities

• Lead and mentor a team of support engineers, acting as their appraisal manager to guide performance.
• Ensure consistent compliance with SLAs.
• Hands-on troubleshooting of technical issues when required.
• Organise and facilitate regular weekly calls with clients.
• Report to the Global Support Head for project deliverables.
• Document, client engagements and internal reporting.
• Proactively identify and mitigate risks in support operations.

Education

Bachelor’s degree in computer science, Software Engineering, or a related field

Tools

Java

.NET

Windows

Linux

Tomcat

IIS

HTML

CSS

JavaScript

SQL

CTI/IVR/PBX/Agent Desktop

AVAYA

GENESYS

CISCO

AWS Connect

Job description

Company Jakarta, Indonesia is seeking a tech-savvy Engineer who leads and mentors Support Engineers to deliver high-quality, timely support to Company’s global customers. They communicate effectively to build client trust and demonstrate strong leadership and problem-solving skills.

The role requires adaptability in a fast-paced environment, with travel to customer sites worldwide as needed. You will drive SLA compliance, organize regular client calls, and report to the Global Support Head.