Technical Support Agent (Tier 2)

Influx; Indonesia; Remote; IDR 89,280,000 - 133,920,000; Full time

Job summary

Influx, a growing startup delivering on-demand customer support globally, seeks a Technical Support Agent (L2) in Indonesia. You will provide advanced technical support, perform deep-dive investigations, and ensure exceptional customer satisfaction.

You will bridge customers with Engineering, QA, Infrastructure, and Product teams to translate complex issues into actionable solutions. This role requires 3+ years in technical support, hands-on GitLab and Kubernetes experience, Python scripting,

Qualifications

• 3+ years of technical experience in Technical Support Engineering, Systems Engineering, DevOps, or Software Development.
• Excellent spoken English skills for international communication.
• Hands-on experience navigating and executing tasks within GitLab and Kubernetes environments.
• Proficiency in Python code and general operational scripting.
• Strong foundation in cloud infrastructure, networking, system architecture, and log analysis.

Responsibilities

• Minimum 1 year of experience in an L2 Technical Support role with troubleshooting complex issues.
• Experience in controlled, high-compliance software environments with strict security procedures.
• Execute pre-approved fix procedures including service restarts, MR merges, storage management, and capacity adjustments.
• Analyze complex system logs and use Python scripting to diagnose backend failures and root causes.
• Operate within GitLab and Kubernetes environments to apply controlled configuration changes.

Skills

L2 Support

GitLab

Kubernetes

Python scripting

English communication

Tools

GitLab

Kubernetes

Job description

Hi, we’re Influx! We’re a growing and profitable startup providing customer support for brands and tech companies on demand, 24/7, every day of the year. To achieve this, our operation includes agents and managers working around the globe. Our head office is in Australia, and we currently have more than 1000+ people around the world.

About the role:

We are seeking a dedicated and experienced Technical Support Agent to join our team. In this role, you will play a vital part in providing advanced technical support, performing deep-dive investigations into complex system behavior, and ensuring an exceptional standard of customer satisfaction.

As a technical agent, you will bridge the gap between our customers, Engineering, QA, Infrastructure, and Product teams, translating complex technical challenges into clear solutions and actionable engineering insights.

Key Responsibilities

• Minimum 1 year of experience in an L2 Technical Support role, with hands-on experience troubleshooting and resolving complex technical issues.
• Experience working in controlled, high-compliance software environments (e.g. banking, government, aviation/airports), following strict security, access, change-management, and operational procedures.
• Technical Analysis & Troubleshooting: Execute pre-approved fix procedures, including service restarts, Merge Request (MR) merges, storage management, and capacity adjustments within documented guidelines.
• Log & Code Investigation: Analyze complex system logs and leverage Python scripting to diagnose backend failures, evaluate system errors, and identify root causes or workarounds.
• Platform Operations: Operate directly within GitLab and Kubernetes environments to apply controlled configuration changes while respecting boundaries between reversible and non-reversible database actions.
• Escalation & Cross-Functional Collaboration: Collaborate closely with Engineering, QA, Infrastructure, and Product teams. Work on confirming product defects and elevate issues with complete technical evidence and diagnostic findings.
• Client & Expectation Management: Communicate directly with clients to explain complex technical concepts, manage expectations, and provide clear, concise solutions with a high level of customer empathy.
• Ticket & Incident Workflow: Efficiently manage, track, and document issues in modern ticketing tools following standard Incident, Change, and Problem Management frameworks.
• Documentation & Process Improvement: Document investigations, root causes, workarounds, and knowledge-base articles. Continuously refine support processes, guidelines, and monitoring practices to elevate team efficiency.

Requirements & Qualifications

• Technical Experience: 3+ years of technical experience in Technical Support Engineering, Systems Engineering, DevOps, or Software Development.
• Excellent spoken English skills, as the role requires frequent verbal communication with international customers and clients.
• Must have hands on experience navigating and executing tasks within GitLab and Kubernetes environments.
• Programming & Scripting: Demonstrated proficiency in reading, writing, and executing Python code and general operational scripting.
• System Administration: Strong foundation in cloud infrastructure, networking, system architecture, and log analysis.
• Risk & Action Awareness: Demonstrated understanding of live database environments and the critical difference between reversible and non-reversible system actions.
• Communication & Roster: Excellent written and spoken English skills (verified via assessment). Full flexibility to work a 24/7 staggered 5-day schedule (day/night rotations, weekends, and holidays).

Nice-to-Haves / Bonus Points

• Experience supporting Computer Vision or Machine Learning platforms.
• Exposure to enterprise monitoring tools (e.g., Grafana, Datadog) and ITSM frameworks (Incident/Change Management).

What we offer:

• Work from home (WFH) arrangement.
• A supportive, collaborative, and high-performance environment at work that supports a life outside work.
• A set of international clients with high standards of excellence.
• An international team.
• Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
• Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.

How We Operate / Our Values:

• Treat others as you would like to be treated
• Do what you say you’re going to do. Show, don’t tell
• Prioritize the listener
• Focus on the facts

Employment type: Full-time only, 44 hours per week.

IMPORTANT NOTES:

• This role is only open to applicants from Indonesia.
• Influx never asks candidates to make any payment throughout the entire recruitment process.
• Successful candidates will be contacted only through email ending with @influx.com