Support Engineer (Remote)

Quik Hire Staffing; Indonesia; On-site; IDR 89,280,000 - 178,560,000; Full time

Job summary

Quik Hire Staffing is seeking a Support Engineer to join a global cloud-based platform on a full-time basis. The role focuses on troubleshooting and resolving technical issues for users primarily through chat and email, while maintaining high customer satisfaction.

You will document solutions, contribute to knowledge bases, collaborate with engineering teams to escalate complex issues, and provide clear guidance on platform features and best practices.

Qualifications

• Experience in SaaS or cloud-based technical support.
• Proficiency with ticketing systems and CRM tools.
• Strong written and verbal communication in English.
• Ability to troubleshoot technical issues across multiple operating systems and platforms.
• Experience with debugging tools and log analysis is preferred.

Responsibilities

• Diagnose and resolve technical issues reported by users via chat and email in a timely manner.
• Document solutions to common problems and update knowledge base articles for internal and external use.
• Collaborate with engineering teams to escalate complex technical issues to resolution.
• Provide clear, concise, and actionable guidance to users on platform features and best practices.
• Monitor and respond to platform-related inquiries in real time to minimize user downtime.

Skills

SaaS/cloud support

English communication

Troubleshooting

Documentation & KB

Tools

Ticketing systems

CRM tools

Debugging tools

Job description

We are hiring for one of our clients, seeking a Support Engineer to work on a Full-Time basis. The role involves troubleshooting and resolving technical issues for users of a cloud-based platform. Primary focus will be on resolving technical issues via chat and email while maintaining high customer satisfaction.

Key Responsibilities

• Diagnose and resolve technical issues reported by users via chat and email in a timely manner.
• Document solutions to common problems and update knowledge base articles for internal and external use.
• Collaborate with engineering teams to upscale and track complex technical issues to resolution.
• Provide clear, concise, and actionable guidance to users on platform features and best practices.
• Monitor and respond to platform-related inquiries in real time to minimize user downtime.

Required Skills & Qualifications

• Experience providing technical support in a SaaS or cloud-based environment is required.
• Proficiency with ticketing systems and CRM tools for issue tracking and resolution is required.
• Strong written and verbal communication skills in English are required.
• Ability to troubleshoot technical issues across multiple operating systems and platforms is required.
• Experience with debugging tools and log analysis for issue resolution is preferred.

More About the Opportunity

This role offers a unique opportunity to work with a global leader in the Technology, Information and Internet industry, contributing to seamless user experiences on a high-traffic platform. The position provides exposure to modern cloud infrastructure and customer-facing technical support at scale.

Equal Opportunity Employer

We hire based on skills and expertise. All qualified candidates are welcome regardless of background, experience, or prior employment history. Applications are reviewed solely on demonstrated technical ability and qualifications.