Merchant Tech Support Lead: Incident & Automation

Xendit; Jakarta Pusat; On-site; IDR 400,000,000 - 700,000,000; Full time

Job summary

Xendit is seeking a Senior Technical Operations lead to bridge Operations, Product and Engineering. You will own high-impact incident management, establish robust troubleshooting standards, and turn recurring issues into scalable, automated solutions.

You will drive operational efficiency, elevate team capabilities, and influence product improvements to support long-term scale. This role requires 5+ years in technical support/engineering, strong API, integration and database knowledge, plus

Qualifications

• 5+ years in technical support, product support, software engineering, or related technical domain with incident handling.
• Proven experience leading people or teams and driving accountability.
• Strong understanding of APIs, integrations, databases, scripting and debugging.
• Structured troubleshooting, root cause analysis and scalable fixes.
• Excellent communication and stakeholder management.
• Ownership mindset in a fast-paced environment.

Responsibilities

• Own complex merchant technical escalations and lead investigations.
• Coordinate with Engineering, Product, and Operations during incidents.
• Identify systemic issues and translate findings into improvements.
• Strengthen troubleshooting standards and escalation criteria.
• Reduce recurring issues through permanent fixes and actions.
• Develop technical depth through coaching and knowledge sharing.
• Partner with Product/Engineering to align on technical requirements.
• Support AE/AM/CSM in complex product and integration issues.
• Drive automation and tooling improvements to scale the team.

Skills

Leadership

Incident management

Troubleshooting

Communication

Ownership mindset

Stakeholder management

Automation awareness

Tools

APIs

System integrations

Databases

Scripting/Automation

Troubleshooting

Software development

Job description

Xendit is seeking a Senior Technical Operations lead to bridge Operations, Product and Engineering. You will own high-impact incident management, establish robust troubleshooting standards, and turn recurring issues into scalable, automated solutions.

You will drive operational efficiency, elevate team capabilities, and influence product improvements to support long-term scale. This role requires 5+ years in technical support/engineering, strong API, integration and database knowledge, plus