Support Engineer - Data & Infrastructure

ATI Business Group; Jakarta Pusat; On-site; IDR 327,929,000 - 473,675,000; Full time

Job summary

ATI Business Group is seeking a Data & Infrastructure Support Engineer to bolster reliability and performance across data and infrastructure environments. You will review logs, dashboards, and alerts to diagnose incidents and escalate with clear information. Experience in DevOps, infrastructure support, and AI applications is highly valued.

The role covers data platforms, infrastructure, RPA, and AI-enabled solutions, with opportunities to contribute to runbooks and technical documentation.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Software Engineering, or a related technical field.
• Experience in DevOps, infrastructure support, technical support, application support, data operations, or AI application development.
• Strong troubleshooting mindset with methodical approach to unfamiliar issues.
• Comfortable with logs, dashboards, alerts, and observability/monitoring tools (Grafana, Datadog, Azure Monitor, Splunk).

Responsibilities

• Provide first-line support for data, infrastructure, and AI-related incidents, investigating issues and determining resolutions or escalations.
• Monitor system health and performance through logs, dashboards, alerts, and monitoring tools to identify issues and root causes.
• Support and troubleshoot infrastructure and data environments, including servers, cloud services, networking, data pipelines, ETL processes, and scheduled jobs.
• Assist in monitoring and troubleshooting AI/LLM-powered applications and integrations, identifying errors and service availability concerns.
• Manage support tickets, incident documentation, and stakeholder communication to ensure timely resolution and SLA compliance.
• Support RPA environments and contribute to monitoring, troubleshooting procedures, and technical documentation across infrastructure, data, and automation platforms.

Skills

DevOps exposure

AI/LLM familiarity

Troubleshooting mindset

Logs & observability

Cloud fundamentals

SQL basics

Python scripting

Incident management

Education

Bachelor's degree in CS/IT/IS/Software Eng

Tools

Grafana

Datadog

Azure Monitor

Splunk

Jira Service Management

ServiceNow

UiPath

Power Automate

Job description

Are you someone who enjoys troubleshooting technical issues, investigating what's happening behind the scenes, and finding solutions to unfamiliar problems? Do you have an interest in AI technologies and enjoy working with logs, monitoring tools, and different technical platforms to understand how systems operate?

We're looking for a Data & Infrastructure Support Engineer to join ATI Business Group. In this role, you'll support the reliability and performance of our data and infrastructure environments while helping investigate technical incidents across different platforms. You'll review logs, dashboards, and alerts, identify potential root causes, and either resolve issues or escalate them with clear supporting information.

We're particularly interested in candidates with a background in DevOps, infrastructure, or technical support who have hands-on exposure to AI/LLM technologies. Candidates with experience developing or supporting AI-powered applications are also encouraged to apply. You'll have the opportunity to work across data platforms, infrastructure, RPA, and AI-enabled solutions as part of our evolving technology environment.

Key Responsibilities

• Provide first-line support for data, infrastructure, and AI-related incidents, investigating issues and determining appropriate resolutions or escalations.
• Monitor system health and performance through logs, dashboards, alerts, and monitoring tools to identify potential issues and their root causes.
• Support and troubleshoot infrastructure and data environments, including servers, cloud services, networking, data pipelines, ETL processes, and scheduled jobs.
• Assist in monitoring and troubleshooting AI/LLM-powered applications and integrations, identifying application errors, API issues, and service availability concerns.
• Manage support tickets, incident documentation, and stakeholder communication to ensure timely resolution and compliance with agreed SLAs.
• Support RPA environments and contribute to improving monitoring, troubleshooting procedures, and technical documentation across infrastructure, data, and automation platforms.

Is this you?

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, Software Engineering, or a related technical field.
• Experience in DevOps, infrastructure support, technical support, application support, data operations, or AI application development.
• A strong troubleshooting mindset with the ability to investigate unfamiliar issues methodically and reach an initial diagnosis.
• Comfortable working with logs, dashboards, alerts, and observability/monitoring tools such as Grafana, Datadog, Azure Monitor, Splunk, or similar.
• Familiarity with SQL, basic data querying, and data pipeline/ETL concepts.
• Understanding of cloud infrastructure fundamentals across Azure, AWS, or GCP, including VMs, storage, and basic networking.
• Basic scripting skills in Python, PowerShell, or similar languages for troubleshooting and routine operational checks.
• Familiarity with ITSM tools such as Jira Service Management, ServiceNow, or equivalent, including incident management, escalation, and SLA processes.
• Able to follow and contribute to technical runbooks and documentation, with clear communication skills for handovers and escalations.
• Exposure to UiPath or other RPA platforms, including UiPath Orchestrator, robots, queues, or transactions, is a plus.
• Exposure to Microsoft Power Automate, AI/LLM-powered applications, or related automation technologies is also a plus.

Be Part of ATI's Journey

At ATI Business Group, we bring unparalleled knowledge of the travel and hospitality industry to every aspect of our clients' businesses. Through operational expertise, innovative technology, and exceptional talent, we deliver solutions that optimize operations, elevate customer experiences, and accelerate business growth.

Since 2002, we've grown into a global team of 2,000+ professionals, partnering with leading travel and hospitality organizations worldwide. Our people are at the heart of everything we do, helping businesses scale, adapt, and grow while creating meaningful career opportunities along the way.

Join us and help shape the future of travel and hospitality.