Head of Customer Support (SaaS)

Cartrack Technologies Indonesia; Jakarta Utara; On-site; IDR 500,000,000 - 750,000,000; Full time

Job summary

PT Cartrack South East Asia is seeking a Head of Customer Support to oversee daily operations, manage a technical team, and ensure service excellence for our SaaS platform and IoT-enabled solutions.

The role focuses on incident management, performance against SLAs, and cross-functional collaboration with product and engineering teams in a multinational, fast-paced environment. Jakarta head office with regional opportunities.

Qualifications

• Bachelor’s degree in a technical field.
• Minimum 3-5 years of managing large team, leadership experience in application support or technical operations.
• Experience in SaaS or System Integrator environments is an advantage.
• Experience supporting IoT-based solutions and API integrations is preferred.
• Strong incident management, troubleshooting, and problem-solving skills.
• Excellent leadership and communication skills.
• Ability to work effectively under pressure in a fast-paced environment.
• In Indonesia, PT Cartrack South East Asia is part of Cartrack Holdings Ltd., a global telematics company with offices in Jakarta and Surabaya.

Responsibilities

• Oversee day-to-day support operations, including manpower planning and incident management.
• Ensure SLAs, KPIs, and productivity targets are met.
• Manage the OTRS ticketing system and escalation processes.
• Monitor system and product health and drive timely issue resolution.
• Lead resolution of complex technical issues and continuous improvement initiatives.
• Collaborate with product, engineering, and vendor teams.
• Provide technical and product training when required.

Skills

Leadership

Incident management

Troubleshooting

Communication

SaaS

IoT

API integrations

Education

Bachelor’s degree in a technical field

Tools

OTRS

Job description

We are looking forHead of Customer Support (SaaS) to oversee day-to-day operational activities, ensure service excellence, and lead a high-performing technical team. This role plays a key part in ensuring operational efficiency, managing technical incidents, and supporting continuous improvement across systems and products

Key Responsibilities

Oversee day-to-day support operations, including manpower planning and incident management.

Ensure SLAs, KPIs, and productivity targets are met.

Manage the OTRS ticketing system and escalation processes.

Monitor system and product health and drive timely issue resolution.

Lead resolution of complex technical issues and continuous improvement initiatives.

Collaborate with product, engineering, and vendor teams.

Provide technical and product training when required.

Requirements

Bachelor’s degree in a technical field.

Minimum 3-5 years of managing large team, leadership experience in application support or technical operations.

Experience in SaaS or System Integrator environments is an advantage.

Experience supporting IoT-based solutions and API integrations is preferred.

Strong incident management, troubleshooting, and problem-solving skills.

Excellent leadership and communication skills.

Ability to work effectively under pressure in a fast-paced environment.

PT Cartrack South East Asia is part of Cartrack Holdings Ltd., a global telematics company that operates in 23 countries. We provide a comprehensive fleet management system that includes real-time GPS tracking and data analytics. We develop our integrated Software-as-a-Service (SaaS) platform and manufacture our best-quality IoT devices internally.

In Indonesia, we have a head office in Jakarta and a branch office in Surabaya. As our business grows fast, we also place our representatives in several other areas in Indonesia. Joining our team, you will work in a multinational, dynamic, and positive environment, with career advancement opportunities both locally and regionally.

PT Cartrack South East Asia is part of Cartrack Holdings Ltd., a global telematics company that operates in 23 countries. We provide a comprehensive fleet management system that includes real-time GPS tracking and data analytics. We develop our integrated Software-as-a-Service (SaaS) platform and manufacture our best-quality IoT devices internally.

In Indonesia, we have a head office in Jakarta and a branch office in Surabaya. As our business grows fast, we also place our representatives in several other areas in Indonesia. Joining our team, you will work in a multinational, dynamic, and positive environment, with career advancement opportunities both locally and regionally.