Product Support (Tech)

Shipper; Kota Malang ꦠꦸꦛꦩꦭꦁ; On-site; IDR 89,280,000 - 167,400,000; Full time

Job summary

Shipper in Indonesia seeks a Product Support Specialist to address daily technical issues, perform root cause analysis, and maintain comprehensive FAQs and How-to-Solve guides. You will draft initiative documents for recurring issues and manage workflow visualizations like User Stories and Mind Maps.

Additionally, you will monitor priority client activities, coordinate with Account Managers for escalations, and support governance with PRD/TRD, API docs, and training materials, while contributing

Qualifications

• Familiar with APIs, Databases, Cron Jobs, and Integrations.

Responsibilities

• Troubleshoot daily technical issues and perform root cause analysis.
• Maintain FAQs, How-to-Solve guides, and Escalation Documents.
• Draft Initiative Documents for recurring issues and manage workflow visualizations (User Stories, Mind Maps).
• Conduct regular checks and reporting for hyper-care/priority clients.
• Liaise with Account Managers for urgent escalations.
• Monitor daily/shift resolution throughput and categories.
• Draft PRD, TRD, API docs, Database schemas, and Release Notes.
• Create User Guides, video tutorials, and conduct user training (Socialization).
• Manage system access/roles and maintain Master Document Logs.
• Assist Product Teams in E2E flow analysis and process improvements.

Skills

Analytical skills

Cross-divisional communication

Detail-oriented

Tools

APIs

Databases

Cron Jobs

Integrations

Job description

• Troubleshooting: Solve daily technical issues and perform root cause analysis.
• Documentation: Maintain FAQs, \"How-to-Solve\" guides, and Escalation Documents.
• Strategic Analysis: Draft Initiative Documents for recurring issues and manage workflow visualizations (User Stories, Mind Maps).

2.Priority Client Review

• Monitoring: Conduct regular checks and reporting for hyper-care/priority clients.
• Coordination: Liaise with Account Managers (AM) for urgent escalations.
• Tracking: Monitor daily/shift resolution throughput and categories.

3.Product Support & Governance

• Technical Docs: Draft PRD, TRD, API docs, Database schemas, and Release Notes.
• User Enablement: Create User Guides, video tutorials, and conduct user training (Socialization).
• Admin & Control: Manage system access/roles and maintain Master Document Logs.
• Optimization: Assist Product Teams in E2E flow analysis and process improvements.

Requirements

• Technical: Familiar with APIs, Databases, Cron Jobs, and Integrations.
• Writing: Skilled in creating technical (PRD/TRD) and non-technical manuals.
• Soft Skills: Detail-oriented, analytical, and strong cross-divisional communication.
• Flexibility: Willing to work in shifts.
• Bonus: Proficiency in Automation Testing.