Senior Technical Support Engineer

IBMC; Daerah Khusus Ibukota Jakarta; Remote; IDR 120.000.000 - 180.000.000; Full time

Job summary

A leading company is seeking a Technical Support Engineer to provide exceptional support to clients by troubleshooting technical issues and collaborating with teams. The ideal candidate will have strong experience in database management and API integration. This full remote role requires excellent communication skills and the ability to work effectively in a fast-paced environment.

Qualifications

• Strong experience in database management, API integration, and troubleshooting.
• Excellent written and verbal communication skills.
• Customer-centric with empathy and cultural adaptability.

Responsibilities

• Serve as the first point of contact for clients, resolving technical issues.
• Collaborate with cross-functional teams to resolve complex challenges.
• Maintain documentation of technical issues and solutions.

Skills

Database management

API integration

Troubleshooting

Communication skills

Problem-solving

Time management

Customer-centric

Team-oriented

Education

Bachelor’s degree in Computer Science, IT, or a related field

Tools

CloudWatch

Sentry

Postman

Jira

Google Workspace

Job description

• Serve as the first point of contact for clients, expertly handling and resolving daily technical issues reported through various channels.
• Perform in-depth troubleshooting of reported problems, ranging from minor requests (e.g., account merging, dashboard discrepancies, login issues) to critical incidents (e.g., system outages, dashboard inaccessibility, false breaches).
• Collaborate closely with cross-functional teams including QA, Backend, Frontend, and DevOps to efficiently escalate and resolve complex technical challenges.
• Maintain meticulous documentation of all technical issues, troubleshooting steps, and resolutions for knowledge management and future reference.
• Communicate proactively and effectively with clients, providing timely updates, clear solutions, and sharing product knowledge.
• Assist clients with the effective use of the dashboard, API, and occasionally broker platforms.
• Provide accurate product knowledge and guidance to clients, enhancing their overall experience.
• Assess the severity and impact of each issue to ensure proper prioritization, mitigating potential harm to the company’s image.
• Contribute to the continuous improvement of support processes and tools.
• Mentor and guide junior Technical Support Engineers.

• Strong experience in database management, API integration, and troubleshooting.
• Proficient in cloud platforms and tools like CloudWatch, Sentry, and Postman.
• Familiar with broker platforms, Amazon NoDB, Workbench, and OpenVPN
• Excellent written and verbal communication skills.
• Strong problem-solving, critical thinking, and time management abilities.
• Customer-centric with empathy and cultural adaptability.
• Team-oriented with global collaboration experience.
• Skilled in Jira, internal dashboards, and Google Workspace.
• Bachelor’s degree in Computer Science, IT, or a related field.

• This is a full remote position, requiring strong self-discipline and the ability to work effectively as part of a global team.
• The role operates in a fast-paced and high-pressure environment, requiring resilience and adaptability.
• A collaborative spirit is essential, alongside the ability to work independently when necessary.