Global Technical Support Manager - Payments & POS

Newland NPT International; Jakarta Pusat; On-site; IDR 300,000,000 - 420,000,000; Full time

Job summary

Newland NPT International seeks a Technical Support Manager based in Indonesia to deliver end-to-end technical support for payment systems, including integration, troubleshooting, and delivery of solutions. You will coordinate with R&D, QA, and product teams to ensure high-quality customer outcomes.

The ideal candidate is customer-oriented, technically strong, with strong communication and documentation skills, capable of handling escalation coordination in a fast-paced environment.

Qualifications

• Bachelor’s degree in CS/SE/IT or related field.
• Experience in technical support within payments/fintech, POS, Android, or embedded devices.
• Strong problem-solving and analytical abilities; able to diagnose and resolve issues.
• Excellent documentation and reporting skills; produce guides and knowledge base articles.
• Fluent in English and Bahasa Indonesia; Mandarin proficiency is a plus.

Responsibilities

• Provide professional technical support to local customers, including integration and troubleshooting guidance.
• Take ownership of issues and drive resolution with R&D and QA.
• Collaborate with development, QA, and product teams to reproduce and fix technical problems.
• Review requirements and technical designs for feasibility and alignment with customer needs.
• Develop and maintain strong technical relationships with customers and internal teams.
• Document cases, procedures, FAQs, and best practices for the knowledge base.
• Participate in process improvements to enhance support efficiency and customer satisfaction.
• Collect local market intelligence and report insights to headquarters.

Skills

Technical support

SDK integration

Troubleshooting

Documentation

Communication

Stakeholder management

Remote collaboration

Customer relations

Education

Bachelor's degree in Computer Science / Software Engineering / Information Technology

Tools

SDKs & APIs

Issue tracking systems

SLA management

CRM systems

Job description

Newland NPT International seeks a Technical Support Manager based in Indonesia to deliver end-to-end technical support for payment systems, including integration, troubleshooting, and delivery of solutions. You will coordinate with R&D, QA, and product teams to ensure high-quality customer outcomes.

The ideal candidate is customer-oriented, technically strong, with strong communication and documentation skills, capable of handling escalation coordination in a fast-paced environment.