Product Support – Transaction

Kredivo Group; Jakarta Pusat; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Kredivo Group in Indonesia is seeking a Product Support to maintain quality, stability, and performance of our core features. You will log, track, and report product bugs to help engineers reproduce and fix issues, and you will coordinate cross-functional communication during incidents.

Reporting to the Product Head, you will follow SOPs, prioritize issues, and ensure smooth operational execution across engineering and product teams.

Qualifications

• 2-4 years of experience in product support, technical support, or product operations.
• Strong ability to write precise bug reports that enable engineers to reproduce issues.
• Ability to evaluate incident severity and coordinate cross-functional resolutions.
• Excellent communication to align technical teams and stakeholders during incidents.

Responsibilities

• Maintain a centralized log of product bugs and issues with context and reproduction steps.
• Assess impact to inform resolution timelines and prioritization.
• Coordinate timely bug resolutions with engineers and cross-functional teams per SOPs.
• Ensure documentation and processes are followed to maintain smooth product operations.

Skills

Bug tracking

Cross-functional communication

Incident escalation

Operational discipline

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.

If this sounds like you, we would love to hear from you!