Merchant Technical Support Lead

Xendit; Jakarta Pusat; On-site; IDR 350,000,000 - 700,000,000; Full time

Job summary

Xendit is seeking a technical leader to own complex merchant technical escalations, bridging Operations, Product, and Engineering to optimize incident response and scalable automation. You will drive troubleshooting standards, root cause analysis, and systemic improvements to support rapid growth and reliability.

You will lead a fast-paced team handling high-impact issues, improve preventive actions, and shape product improvements to scale our merchant solutions across SEA and beyond.

Qualifications

• 5+ years of experience in technical support, product support, software engineering, solutions engineering, or related technical domain.
• Proven experience leading people, teams, or complex technical/operational programs.
• Strong understanding of software products and systems, including APIs, integrations, databases, and troubleshooting.

Responsibilities

• Own Complex Technical Escalations: lead structured investigation, troubleshooting, root cause analysis and resolution across systems/teams.
• Drive Incident Resolution: coordinate with Engineering, Product, and Operations during high-impact incidents to ensure timely resolution and clear communication.
• Identify Systemic Issues: analyze recurring issues and incidents to identify gaps and translate findings into improvements.
• Strengthen Troubleshooting Standards: establish frameworks, escalation criteria, diagnostic methods, and best practices.
• Reduce Recurring Issues: partner with Product/Engineering to drive permanent fixes and preventive actions.
• Build Technical Capability: develop team through workshops, knowledge-sharing, and hands-on coaching.

Skills

Technical leadership

Incident management

Troubleshooting

Communication

Stakeholder management

Ownership mindset

Tools

APIs

Databases

Scripting/automation

Job description

Xendit is seeking a technical leader to own complex merchant technical escalations, bridging Operations, Product, and Engineering to optimize incident response and scalable automation. You will drive troubleshooting standards, root cause analysis, and systemic improvements to support rapid growth and reliability.

You will lead a fast-paced team handling high-impact issues, improve preventive actions, and shape product improvements to scale our merchant solutions across SEA and beyond.