Technical Support Manager

Cartrack; Indonesia; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Cartrack, a world-leading smart mobility SaaS company, seeks a Technical Support Manager in Indonesia. Lead daily operations, manage a growing team, and ensure timely incident resolution via OTRS. Drive service delivery, monitor product health, and coordinate vendor costs while aligning with strategic product improvements.

You will mentor staff, train customers when needed, and optimize support processes to deliver reliable, scalable solutions across 23 countries.

Qualifications

• Bachelor degree in Engineering with IoT/electronics background.
• Minimum 5 years in the role and experience growing a team.
• Experience in System Integrator or SaaS is a plus.
• Proven incident and troubleshooting management.
• Strong leadership and ability to work under pressure.
• Excellent communication and interpersonal skills.
• Hands-on and proactive with initiative.

Responsibilities

• Drive the operational plan and oversee day-to-day activities.
• Monitor productivity and ensure targets are met.
• Oversee OTRS ticketing system and escalation to Level 2 as needed.
• Proactively monitor product health and prioritize repairs.
• Recommend system performance enhancements.
• Provide feedback for new product development based on trends.
• Manage and resolve customer technical issues end-to-end.
• Establish end-to-end service delivery for projects.
• Provide training to staff and customers when required.
• Review vendor services and manage related costs.

Skills

Leadership

Incident management

Troubleshooting

Communication

Problem solving

Education

Bachelor's degree in Engineering

Tools

OTRS

Job description

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for Technical Support Manager to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Job Responsibility

• Drive the operational plan, oversees day-to-day operation activities such as manpower deployment and contingency management.
• Monitor and ensuring productivity are achieve in the department.
• Monitor the OTRS ticketing system daily to ensure all incoming requests are tracked, handled promptly, and escalated to Level 2 support where necessary, with timely follow-up until resolution.
• Pro-actively monitor the health status of all products, identify exceptional cases, and initiate and prioritize the repair process when required.
• Recommend enhancements to improve systems performance.
• Analyze and identify industry trends and customers need and provide feedback to improve the feasibility of new product development.
• Managing and solving technical issues faced by customers.
• Establish end-to-end service delivery for projects.
• Provide products and systems training to internal employees and customers when required.
• Review and approve all vendor services and its related cost ensuring cost are being properly managed

Job Requirements

• Bachelor Degree in Engineering with strong IoT development, electronics / technical experiences.
• Minimum of 5 years experience in the role and experience in managing and grow a team.
• Experience in System Integrator (SI) industry or familiar with SaaS platform is an added advantage.
• Proven track record in incident and troubleshooting management.
• Good leadership and people management skills and ability to work under pressure.
• Excellent communication and interpersonal skills.
• Hands-on and a can-do attitude.
• Technically independent with good initiative.
• Strong analytical and problem-solving skills with an out-of-box approach in providing solutions.