Technical Support Engineer — Bahasa Indonesia & Malay

DogeSMS; Daerah Khusus Ibukota Jakarta; On-site; IDR 1,078,748,651 - 1,438,331,535; Full time

Job summary

DogeSMS is looking for a technical support specialist focused on Bahasa Indonesia & Malay speakers. This role involves providing customer support, working with AI agents, and ensuring effective communication across languages. Candidates should have strong language skills and experience in technical support roles.

The position covers a key segment in Southeast Asia's A2P SMS market, with responsibilities including documentation maintenance and direct support for technical issues.

Qualifications

• 2+ years in technical support or technical account management at a developer-facing SaaS.
• Experience reading API responses and explaining technical issues.
• Direct prior experience working alongside AI agents.

Responsibilities

• Own technical support for Bahasa Indonesia & Malay-speaking customers.
• Review AI agent transcripts and build evaluation datasets.
• Translate technical issues for English-language documentation.
• Maintain customer-facing documentation in Bahasa Indonesia & Malay.

Skills

Technical English at C1+ level

Native or near-native Bahasa Indonesia & Malay

Experience in technical support

Comfort with AI agents in support context

Job description

On the radar - not actively interviewing. This role sits on our 12-month hiring roadmap rather than today's pipeline. Submit the talent pool form to be considered when we begin interviews.

About the role

DogeSMS serves customers in 60+ countries; first-line technical support runs as a follow-the-sun rotation across language regions. This radar role is the Bahasa Indonesia & Malay-speaking seat in that rotation, focused on Indonesia, Malaysia, Brunei, and Singaporean Malay-speaking customer segments. The Malay archipelago has one of the world’s largest A2P SMS markets driven by Gojek, Tokopedia, Traveloka, GrabPay, OVO, Dana, and Bank Central Asia OTP flows. Bahasa Indonesia and Malay are linguistically close enough that one seat reasonably covers both with attention to regional vocabulary preferences (e.g. 'kod pengesahan' in MY vs 'kode verifikasi' in ID). The role is intentionally different from a typical SaaS support seat. Roughly 60% of weekly hours go to working alongside our customer-facing AI agent: reviewing transcripts in Bahasa Indonesia & Malay, labelling edge cases for retraining, and partnering with the AI Agent Platform team on evaluation datasets that capture region-specific phrasing ('kode OTP', 'kode verifikasi' (ID), 'kod pengesahan' (MY), 'SMS tidak diterima'). The other 40% is direct human support for tickets the agent escalates — integration debugging with customer engineers, payment reconciliation questions, carrier-side delivery investigations. Jakarta UTC+7 anchoring with overlap to Singapore / Mandarin / Vietnamese seats; covers Southeast Asian fintech peak hours.

What you'll do

• Own first- and second-line technical support for Bahasa Indonesia & Malay-speaking customers — primarily async (Intercom / email), with scheduled video sessions for enterprise accounts. Tickets routinely span carrier delivery, API integration, and payment reconciliation.
• Serve as the language-specific training data partner for our customer-facing AI agent: review Bahasa Indonesia & Malay agent transcripts weekly, label correctness, build evaluation datasets that cover regional phrasing nuances ('kode OTP', 'kode verifikasi' (ID), 'kod pengesahan' (MY), 'SMS tidak diterima').
• Translate region-specific technical context for English-language internal hand-offs — when a Bahasa Indonesia & Malay customer reports a carrier-side delivery issue, the engineer on the other end of the escalation needs the technical detail in English without losing nuance.
• Maintain Bahasa Indonesia & Malay versions of customer-facing documentation, status page messaging, and incident post-mortems where customer impact warrants region-specific communication.

What we expect

• Native or near-native Bahasa Indonesia & Malay (written and spoken) with technical English at C1+ level — the AI agent training work and internal escalations require fluent English documentation.
• 2+ years in technical support or technical account management at a developer-facing SaaS, ideally in payments, telecom, or identity / authentication tooling. Experience reading API responses and explaining HTTP error codes to customer engineers.
• Direct prior experience working alongside AI agents in a support context — you have audited LLM responses, built eval cases, or partnered with an ML team on improving customer-facing agent quality. This is not a "willingness to learn" requirement; it is the primary differentiator for this role.
• Comfort with the on-call rhythm of distributed-team support: timezone-overlapping with neighboring language seats, English hand-offs at shift change, no expectation of office attendance.

Compensation

On the radar. Compensation is calibrated to local cost of living when we open this role - we publish bands when we begin interviewing, not before. USD-denominated regardless of jurisdiction, contractor or employment depending on your legal situation.

Hiring process

• Not actively interviewing right now — this role sits on our 12-month hiring roadmap rather than today's pipeline.
• Submit the talent pool form below; we reach out when we begin interviews, typically 4-8 weeks before a public hire.
• When the role opens, expect a process similar to our current active openings: a short async exercise, 1-2 conversations with the relevant team, and a scoped paid trial project. We do not run leetcode-style screens.

Join the talent pool

Submit the form below to be considered when this role opens. We typically reach out 4-8 weeks before we begin interviews.