Remote Product Support Specialist I

csgi; Indonesia; Remote; IDR 78,120,000 - 133,920,000; Full time

Job summary

CSG is seeking a remote engineer to act as the main customer contact and monitor incidents ensuring SLAs are respected. You will document issues, escalate appropriately, and collaborate with QA, SDE, and incident managers to deliver timely resolutions.

This role emphasizes communication, global teamwork, and adaptability. Ideal candidates have 1–2 years of technical experience, ITIL knowledge, and English proficiency in a business environment, with SQL/Docker and CRM familiarity as nice-to-have

Qualifications

• English proficiency in a business environment.
• 1–2 years of technical experience.
• Experience with incident management.
• Experience with ITIL.
• Nice to have SQL and Docker.
• Understanding of CRM systems.

Responsibilities

• Act as a point of contact with customers.
• Monitor incidents to ensure SLAs are met.
• Document and report unresolved issues and follow up.
• Escalate incidents to next level support.
• Coordinate with QA, SDE, and Incident Manager to ensure excellent customer support.
• Work with a global team.
• Be flexible and responsive to other duties as required.
• Build a mid-level understanding of products, processes, and procedures within 6–12 months.
• Meet performance and quality standards within 90 days.

Skills

English proficiency

Troubleshooting

Incident management

ITIL

Communication

Tools

SQL

Docker

CRM systems

Job description

CSG is seeking a remote engineer to act as the main customer contact and monitor incidents ensuring SLAs are respected. You will document issues, escalate appropriately, and collaborate with QA, SDE, and incident managers to deliver timely resolutions.

This role emphasizes communication, global teamwork, and adaptability. Ideal candidates have 1–2 years of technical experience, ITIL knowledge, and English proficiency in a business environment, with SQL/Docker and CRM familiarity as nice-to-have