Payments Tech Support Manager (Indonesia)

Newland NPT International; Indonesia; On-site; IDR 300,000,000 - 600,000,000; Full time

Job summary

Newland NPT International in Indonesia is seeking a Technical Support Manager to provide end-to-end technical support to customers, including integration, troubleshooting, and solution delivery. You will work closely with internal R&D, QA, and product teams to ensure high-quality support and satisfaction.

The ideal candidate is customer-oriented, technically strong, and capable of managing technical communication, escalation coordination, and timely delivery in a fast-paced, global environment.

Qualifications

• Proven experience in technical support, preferably within payment systems, fintech, POS, Android, or embedded devices.
• Hands-on experience with SDK integration and troubleshooting.
• Ability to gather customer requirements and support technical discussions and contribute to solution improvements.
• Strong problem-solving and analytical skills, with the ability to independently diagnose and resolve technical issues in a timely manner.
• Strong documentation and reporting skills, including preparation of technical reports, troubleshooting guides, and knowledge base articles.

Responsibilities

• Provide professional technical support to local customers, including assistance with integration, troubleshooting, and guidance on development tools, terminal management systems, and key injection systems.
• Take ownership of customer issues and drive them through to resolution in collaboration with the technical support and R&D teams.
• Collaborate with development, QA, and product teams to reproduce, analyze, and resolve technical issues while maintaining clear communication between internal and external stakeholders.
• Review and provide feedback on requirements, specifications, and technical design documents to ensure feasibility and alignment with customer needs.
• Develop and maintain strong technical relationships with potential and existing customers, acting as a liaison between clients and internal teams.
• Document customer cases, technical procedures, FAQs, and best practices to enrich the support knowledge base.
• Participate in continuous improvement initiatives aimed at optimizing support processes and enhancing customer satisfaction.
• Actively collect local market intelligence and submit regular reports to headquarters.

Skills

Technical support

SDK integration

Troubleshooting

SLA management

Documentation

Education

Bachelor's degree or above in Computer Science, Software Engineering, Electronics, Information Technology, or a related field

Tools

Issue tracking systems

Job description

Newland NPT International in Indonesia is seeking a Technical Support Manager to provide end-to-end technical support to customers, including integration, troubleshooting, and solution delivery. You will work closely with internal R&D, QA, and product teams to ensure high-quality support and satisfaction.

The ideal candidate is customer-oriented, technically strong, and capable of managing technical communication, escalation coordination, and timely delivery in a fast-paced, global environment.