Support Engineer

Pengiklan Anonim; Jakarta Pusat; On-site; IDR 200,000,000 - 360,000,000; Full time

Job summary

Pengiklan Anonim is seeking a hands-on IT operations specialist to keep our platform healthy and to support clients, especially during PCI DSS audits and onboarding.

You will perform daily health checks on AWS, monitor CloudWatch dashboards, investigate incidents, document solutions, and guide new clients through integration while coordinating with engineering and management. Strong troubleshooting and bilingual communication in Indonesian and English are essential for success.

Qualifications

• Bachelor's degree in a related field.
• Hands-on IT support/DevOps experience 2–5 years.
• Proficient with AWS services like EC2, RDS, S3, CloudWatch, IAM, VPC.

Responsibilities

• Perform daily health checks of the platform and AWS infrastructure (servers, databases, network, storage, application services).
• Monitor dashboards and alerts (e.g., AWS CloudWatch) and act on anomalies before they affect clients.
• Prepare daily and weekly monitoring reports, and recommend improvements.
• Be the first technical contact for inquiries from clients and internal teams.
• Investigate and troubleshoot incidents, glitches, and transaction issues; find the root cause.
• Escalate to engineering or management when needed, and keep stakeholders updated.
• Document incidents, solutions, and lessons learned (post-incident reports, knowledge base).
• Accompany auditors during PCI DSS assessments and answer technical questions.
• Prepare evidence such as system configurations, logs, access records, and screenshots.
• Provide technical guidance to new clients during integration and go-live.

Skills

AWS

Linux

Networking

SQL Databases

Postman

Education

Bachelor's degree in Informatics, Computer Science, Information Systems

Tools

Kubernetes

Helm

Docker

kubectl

Job description

You will keep our platform healthy, support our clients and internal teams when technical issues arise, and be the technical point of contact for PCI DSS audits and client onboarding. This is a hands-on role for someone who enjoys solving problems and explaining technical matters clearly.

Key responsibilities

Perform daily health checks of the platform and AWS infrastructure (servers, databases, network, storage, application services)

Monitor dashboards and alerts (e.g., AWS CloudWatch) and act on anomalies before they affect clients

Prepare daily and weekly monitoring reports, and recommend improvements

Be the first technical contact for inquiries from clients and internal teams

Investigate and troubleshoot incidents, glitches, and transaction issues; find the root cause

Escalate to engineering or management when needed, and keep stakeholders updated

Document incidents, solutions, and lessons learned (post-incident reports, knowledge base)

Accompany auditors during PCI DSS assessments and answer technical questions

Prepare evidence such as system configurations, logs, access records, and screenshots

Provide technical guidance to new clients during integration and go-live

About you

Bachelor's degree in Informatics, Computer Science, Information Systems, or a related field

2-5 years of experience in IT support, technical support, DevOps/SRE support, or cloud operations

Hands-on experience with AWS (e.g., EC2, RDS, S3, CloudWatch, IAM, VPC)

Basic understanding of Linux, networking, databases (SQL), and log analysis

Understanding of REST APIs and the ability to test them (e.g., Postman)

Strong troubleshooting skills and a calm, structured approach under pressure

Good communication in Bahasa Indonesia and English, written and spoken

Kubernetes workloads: Deployments, StatefulSets, Services, Ingress, ConfigMaps/Secrets, and Helm-based releases; able to deploy, roll out, and roll back safely

Cluster operations and troubleshooting: read pod logs and events (kubectl logs/describe/exec), diagnose CrashLoopBackOff, ImagePullBackOff, OOMKilled, pending pods, node pressure, and resource quota/limit issues

Experience in payment gateway, fintech, banking, or other regulated industries