Product Support - Transaction

Kredivo Group; Jakarta Pusat; On-site; IDR 111,600,000 - 167,400,000; Full time

Job summary

Kredivo Group 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 handles product issue management, bug prioritization, and smooth operational execution.

In this role, you will log, track, and report product bugs to ensure engineering can reproduce and fix issues, and you will coordinate cross-functional communication during technical incidents for timely escalations

Qualifications

• 2-4 years of experience in product support, technical support, or product operations with bug lifecycle management.
• Hands-on experience with bug tracking tools like Jira and Scalyr; ability to write precise bug reports.
• Ability to evaluate incident severity and coordinate cross-functional resolutions with minimal supervision.
• Excellent communication and disciplined approach to following SOPs and maintaining logs.

Responsibilities

• Maintain a centralized log of product bugs and issues with context and reproduction steps.
• Assess issue impact and prioritize to inform resolution timelines.
• Escalate and coordinate bug resolutions with engineers and cross-functional teams.
• Adhere to SOPs to ensure smooth product operations.

Skills

Experience & Support Background

Technical & Tool Proficiency

Impact Analysis & Escalation

Communication & 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!