Remote Technical Support Specialist: API & Jira

Agridence Pte Ltd; Jakarta Pusat; Remote; IDR 78,120,000 - 133,920,000; Full time

Job summary

Agridence Pte Ltd is seeking a Customer Support Specialist to own how clients get help when something does not work. You will run the help desk, triage issues, troubleshoot API integrations, and ensure clear, reproducible tickets reach engineering for fixes.

This hands-on role shapes support operations—prioritisation, response times and recurring problem fixes—and requires coordinating with clients across Europe and Asia in a remote, distributed team.

Qualifications

• 2-4 years of experience in technical or application support for a B2B software product.
• Hands-on experience with Jira or a similar ticketing tool.
• REST API troubleshooting: HTTP status codes, JSON and authentication errors.
• Bug reports that engineers can act on without follow-up.
• Clear written communication, explaining technical issues simply.
• Overlap with Europe/Asia work hours.
• Basic SQL.
• API testing tools such as Postman.
• Experience with HubSpot or similar help desk platform.
• Exposure to supply chain, traceability or compliance software.
• Track record of meeting KPIs like first-response time, resolution time and CSAT.
• Warm, confident writer; builds client rapport.
• Comfort in remote, distributed team across time zones.
• No agriculture/regulation background needed; domain taught.

Responsibilities

• Run the help desk and triage and track client issues to resolution.
• Troubleshoot to root cause: data, configuration, or product problems.
• Diagnose client API integrations; test connections and error codes.
• Escalate with clear Jira tickets and follow through with clients.
• Build a knowledge base from recurring issues.
• Feed the product team with patterns from support.
• Meet SLAs: first response, resolution, and CSAT targets.
• Verify fixes in production before closing tickets.
• Keep clients informed with status, timelines and outcomes.
• Log root cause and actions in HubSpot/Jira.
• Collaborate with Customer Success; join daily stand-ups.

Tools

Jira

HubSpot

Postman

Job description

Agridence Pte Ltd is seeking a Customer Support Specialist to own how clients get help when something does not work. You will run the help desk, triage issues, troubleshoot API integrations, and ensure clear, reproducible tickets reach engineering for fixes.

This hands-on role shapes support operations—prioritisation, response times and recurring problem fixes—and requires coordinating with clients across Europe and Asia in a remote, distributed team.