Senior Implementation & Tech Support Specialist

D-Edge; Indonesia; On-site; IDR 200,880,000 - 312,480,000; Full time

Job summary

D-EDGE is seeking a Senior Implementation & Technical Support Specialist in Jakarta to lead complex customer implementations and provide advanced technical support for D-EDGE clients.

You will collaborate with Sales, Account Managers, Level 2 Support, R&D and partners to resolve issues, drive successful deployments and continuously improve service delivery. This is a senior role requiring strong technical and customer-focused mindset.

Responsibilities

• Act as a senior point of contact for complex technical support requests.
• Investigate, reproduce and resolve complex technical issues including overbookings, inventory discrepancies, rate synchronisation and connectivity issues.
• Take ownership of cases in Salesforce and proactively manage them through to resolution.
• Perform in-depth investigations using logs, reporting tools and other available resources before escalating issues to Level 2 or R&D.
• Ensure escalated cases contain clear and complete information, including examples, timestamps, screenshots, investigation steps and findings.
• Work closely with Level 2 Support, R&D, Product teams and external partners to drive complex issues to resolution.
• Monitor and follow up on ageing cases to ensure timely resolution and maintain service levels.
• Support Account Managers with technical input when handling customer complaints or sensitive customer situations.
• Identify recurring technical issues and proactively share findings with the relevant internal teams.

Job description

D-EDGE is seeking a Senior Implementation & Technical Support Specialist in Jakarta to lead complex customer implementations and provide advanced technical support for D-EDGE clients.

You will collaborate with Sales, Account Managers, Level 2 Support, R&D and partners to resolve issues, drive successful deployments and continuously improve service delivery. This is a senior role requiring strong technical and customer-focused mindset.