Technical Support Executive

Groundup.ai; Jakarta Selatan; On-site; IDR 498.421.000 - 830.703.000; Full time

Job summary

A leading AI solutions company in Jakarta Selatan seeks a Technical Support Executive to provide specialized assistance to clients. The role involves solving engineering problems and ensuring effective software and hardware use. Ideal candidates should have a relevant technical degree and experience in technical support, with a strong focus on customer satisfaction. The company offers competitive salary and benefits along with flexible work arrangements.

Benefits

Competitive salary and Employee Stock Options

Flexible work arrangements

Professional coaching and mentorship programs

Qualifications

• Experience in providing technical support for software or technology products.
• Proficiency in technical support tools and Helpdesk software.
• Ability to document technical information for a non-technical audience.

Responsibilities

• Provide specialized technical assistance to our clients.
• Investigate and diagnose technical issues.
• Manage support activities and client interactions through Helpdesk.

Skills

Customer satisfaction focus

Technical troubleshooting

Excellent communication skills

Education

Bachelor’s degree in a technical discipline

Tools

Helpdesk software

Job description

Location: Indonesia

Groundup.ai aims to empower every workplace to be an AI-driven company. We envision that our clients will be using our AI tools as a foundation in their everyday operations. As we continue bringing our innovative approach to fast-growing companies across manufacturing, aerospace, logistics, and maritime, we are looking for a Technical Support Executive to join us on this exciting journey.

We value team members who take ownership, move fast, and are hungry to build impactful solutions. We’ve secured strategic partnerships and government recognition for our work—now we’re scaling further, and we want you on board.

What You'll Do

As a Technical Support Executive, you will provide specialized technical assistance to our clients, focusing on solving complex engineering problems and ensuring the effective use of our software and hardware solutions. In addition to building relationships with clients, you will serve as the bridge between them and our product and engineering teams, providing high-level technical assistance to our clients and ensuring robust integration of our monitoring solutions in industrial environments.

Responsibilities

• Develop and maintain close relationships with the customer base, ensuring clear and effective communication.
• Investigate and diagnose technical issues, providing accurate and timely solutions, including solving complex engineering problems.
• Work closely with the development team to report bugs and suggest improvements based on client feedback and needs.
• Provide technical support through our Helpdesk, email, and remote sessions, resolving client issues quickly and efficiently.
• Manage support activities and client interactions through our Helpdesk, and document actions in the HubSpot CRM, ensuring accurate and accessible records.
• Develop a deep understanding of Groundup.ai’s products, correlating features with client operations to identify and suggest improvements and new tools.
• Assist in creating and maintaining support documentation and knowledge bases, sharing your technical expertise with the team and clients.
• Be proactive in seeking improvement opportunities, focusing on enhancing operational efficiency and customer satisfaction.
• Collaborate with Hardware, Data Science, and Product teams to improve hardware-software integration in industrial environments.
• Provide both remote and on-site support to ensure customer satisfaction and reduce downtime.
• Share knowledge internally and contribute to the creation of technical documentation related to automation and industrial integration.

Requirements

• Bachelor’s degree in a technical discipline, such as Electrical, Mechanical, or Industrial Engineering.
• Experience in providing technical support for software or technology products.
• Excellent verbal and written communication skills in the English language.
• Knowledge of troubleshooting and diagnostic techniques.
• Proficiency in technical support tools and Helpdesk software.
• Ability to document technical information for a non-technical audience.
• Genuine listening skills and an obsession with customer satisfaction, with a focus on delivering exceptional service.
• Previous experience in B2B technical support roles or industrial automation projects.

Qualifications That Set You Apart

• CATV II or III certification.
• Prior experience in B2B technical support roles.
• Familiarity with industrial automation systems.
• Knowledge of electrical equipment and networks, as well as terminology related to this field and their applications: power factor, phase diagram, consumption, reactive power, phases, etc.
• Strong communication skills in an additional language such as Mandarin, Korean, or Arabic.
• Knowledge of different industrial processes and PPCM (Planning, Programming, and Control of Maintenance) and its operational routines.
• Experience with sensor installation and sizing (vibration, temperature, pressure, flow, etc.).
• Knowledge of SCADA/DCS systems and industrial instrumentation.

Benefits

• Competitive salary and Employee Stock Options.
• Guaranteed work on high-visibility projects.
• Flexible work arrangements for selected roles.
• Professional coaching and mentorship programs.
• Accelerated career progression and development opportunities.
• Performance benchmarked bonuses (not based on years of experience).
• Career accelerator fund and tuition reimbursement for relevant post-graduate degrees, education, and courses.