Solution & Support Engineer

Qiscus; Daerah Istimewa Yogyakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A tech company in Indonesia is seeking a Solution and Support Engineer to enhance customer experience by resolving technical issues for clients. Candidates should have a degree in Information Technology or Computer Science and strong problem-solving and communication skills. Knowledge of programming and proficiency in both Bahasa Indonesia and English is required. Join us in delivering outstanding technical support.

Qualifications

• Experience in Solution & Support or similar roles.
• Good understanding of computer systems and tech products.
• Proficiency in Bahasa Indonesia and English.

Responsibilities

• Assist Support Specialists in handling technical inquiries.
• Understand root causes of issues related to products.
• Identify possible causes of technical issues.

Skills

Problem-solving

Communication skills

Technical troubleshooting

Technical guidance

Programming knowledge

Education

Degree in Information Technology or Computer Science

Job description

Qiscus is an Agentic Customer Engagement Platform that adapts intelligently to customer behavior, unifies conversations, and fits seamlessly into your systems enabling personalization at scale and real business impact. The Solution and Support Engineer will play the important role of boosting our clients trust and enhancing customer experience (CX) by assisting clients in resolving technical issues through clear explanations of technical details. Therefore, we are looking for a person who possesses great problem-solving and communication skills to provide timely and accurate solutions to our clients' queries to do with technical issues.

What You Will Do

• Assist Support Specialists in handling technical inquiries from clients.
• Ask targeted questions to quickly understand the root cause of issues related to Qiscus products.
• Conduct a preliminary inspection to identify possible causes of technical issues.
• Refer to internal databases or external resources to provide accurate technical solutions.
• Escalate unresolved or complex issues to the appropriate internal teams.
• Attend technical meetings with clients when requested.
• Prioritize and manage multiple open issues simultaneously.
• Follow up with clients to ensure their systems are fully functional after troubleshooting.
• Provide constructive feedback to clients when resolving editorial reviews.

What You Will Bring to the Role

• Experience in Solution & Support or similar roles.
• Educational background in Information Technology, Computer Science, or a relevant major is preferred.
• Good understanding of computer systems, mobile devices, and other tech products.
• Basic programming knowledge in one or more of the following: Perl, Python, Ruby, Bash, Java, etc.
• Strong ability to diagnose and troubleshoot technical issues.
• Excellent problem-solving and communication skills.
• Ability to provide clear step-by-step technical guidance (written and verbal).
• Proficiency in Bahasa Indonesia and English (written and spoken).