Senior Technical Support Lead — Incident Resolution & Mentoring

Ninja Xpress; Jakarta Pusat; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

Ninja Van is seeking a customer support engineer to act as the customer-facing frontline for the Digital Services team, addressing issues, collecting feedback, and ensuring customer satisfaction. You will troubleshoot, coordinate with Tech, and document resolutions while mentoring juniors and preparing weekly problem/solution reports.

The role requires 3 years of experience, strong problem-solving abilities, and bilingual English/Indonesian communication skills.

Qualifications

• 3 years of experience in a similar function.
• Strong problem-solving and troubleshooting skills.
• Time management and prioritization under pressure.
• Collaborative mindset and cross-functional teamwork.
• Educational background in computer science or related fields (advantage).
• Ability to communicate in English and Bahasa Indonesia.

Responsibilities

• Provide strong technical support via email, chat, web, and phone.
• Explain production incident impacts and propose solutions.
• Efficiently troubleshoot and resolve complex technical problems.
• Coordinate with Tech team to reproduce and resolve issues.
• Document troubleshooting steps and best practices.
• Prepare weekly reports on user problems vs resolutions.
• Mentor junior team members.

Skills

Problem Solving

Troubleshooting

Time Management

Collaboration

Communication

Bilingual EN/ID

Education

Bachelor's in Computer Science or related

Job description

Ninja Van is seeking a customer support engineer to act as the customer-facing frontline for the Digital Services team, addressing issues, collecting feedback, and ensuring customer satisfaction. You will troubleshoot, coordinate with Tech, and document resolutions while mentoring juniors and preparing weekly problem/solution reports.

The role requires 3 years of experience, strong problem-solving abilities, and bilingual English/Indonesian communication skills.