Product Support - Transaction

FinAccel; Indonesia; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Kredivo is hiring a Product Support in our Indonesia Office who will maintain the quality, stability, and performance of our core product features. This role reports to the Product Head and will be accountable for product issue management, bug prioritization, and smooth operational execution.

You will log, track, and accurately report product bugs to ensure engineering teams can quickly reproduce and fix issues.

Qualifications

• 2-4 years of experience in product support, technical support, or product operations.
• Experience managing product issue lifecycles and bug tracking workflows.
• Hands-on experience using bug tracking tools such as Jira or Scalyr.
• Ability to reproduce and report defects with precise steps and context.

Responsibilities

• Maintain centralized log of product bugs and issues with context and reproduction steps.
• Assess impact and prioritize issues to inform resolution timelines.
• Coordinate incident escalation with engineers and cross-functional teams.
• Adhere to SOPs and operational processes defined by senior product managers.

Skills

Product support

Bug tracking

Cross-functional collaboration

Incident management

Tools

Jira

Scalyr

Job description

Kredivo is hiring a Product Support in our Indonesia Office who will maintain the quality, stability, and performance of our core product features. This position will report to the Product Head and will be accountable for product issue management, bug prioritization, and smooth operational execution.

In this role, you will also be responsible for logging, tracking, and accurately reporting product bugs to ensure engineering teams can quickly reproduce and fix issues. In addition, you will be responsible for cross-functional communication during technical incidents, ensuring timely escalations and maintaining alignment across engineering and product teams.

About the job

• Bug & Issue Management: Maintain a centralized log of product bugs and issues, utilizing bug tracking tools to accurately report defects with sufficient context and reproduction steps for engineering.
• Impact Evaluation & Prioritization: Assess and understand the relative impact of issues and bugs on business performance and user experience to inform resolution timelines.
• Incident Escalation & Coordination: Follow established frameworks and SOPs set by product leadership to elevate and coordinate timely bug resolutions with engineers and cross-functional teams.
• Process Adherence: Consistently apply guidelines and operational processes defined by senior product managers and leads to ensure smooth product operations.

About you

• Experience & Support Background: 2-4 years of experience in product support, technical support, or product operations, with demonstrated experience managing product issue lifecycles and bug tracking workflows.
• Technical & Tool Proficiency: Hands-on experience using industry-standard bug tracking tools (e.g., Jira, Scalyr), with a proven ability to write precise, detailed bug reports that enable engineers to reproduce and resolve issues quickly.
• Impact Analysis & Escalation: Strong ability to evaluate the severity and impact of incidents, applying established frameworks to coordinate cross-functional resolutions with minimal supervision.
• Communication & Operational Discipline: Exceptional communication skills to align technical teams and operational stakeholders during incidents, backed by a disciplined approach to following SOPs and maintaining documentation log integrity.