Technical Support Manager

Newland NPT International; Indonesia; On-site; IDR 167,400,000 - 334,800,000; Full time

Job summary

Newland NPT International is seeking a Technical Support Manager in Indonesia to deliver end-to-end technical support to customers, including integration, troubleshooting, and solution delivery, while coordinating with R&D, QA, and product teams.

The successful candidate should be customer-oriented, technically strong, and capable of managing escalation, documentation, and knowledge-base development in a fast-paced, multinational environment.

Qualifications

• Experience in technical support within payments/fintech, POS, Android, or embedded devices preferred.
• Hands-on experience with SDK integration and troubleshooting.
• Ability to gather customer requirements and contribute to solution improvements.
• Strong documentation and reporting skills for knowledge base.

Responsibilities

• Provide professional technical support to local customers including integration and troubleshooting guidance.
• Take ownership of customer issues and drive resolution with support and R&D teams.
• Collaborate with development, QA, and product teams to reproduce and resolve technical issues with clear communication.
• Review requirements and technical designs to ensure feasibility and alignment with customer needs.
• Develop and maintain strong technical relationships with customers, acting as liaison with internal teams.
• Document customer cases, procedures, FAQs, and best practices for the knowledge base.
• Participate in continuous improvement initiatives to optimize support processes and satisfaction.
• Collect local market intelligence and report to headquarters weekly/monthly/quarterly.

Skills

Technical support

SDK integration

Troubleshooting

SLA management

Documentation

Customer communication

Cross-functional collaboration

Education

Bachelor's degree in CS/SE/IT

Tools

Issue tracking systems

Job description

About Newland NPT

1. Over 30 years of experience in the payments industry– Founded in 1994, we have accumulated extensive industry knowledge and expertise.

2. Consistently ranked among the world's top 3 suppliers over the past decade, based on The Nelson Report.

3. Pioneers of China's first-generation financial terminals- leading the industry with mPOS, YPOS, smart POS, and pan-smart terminals that have been widely imitated but never surpassed.

4. A truly global presence- Business operations in over 120 countries with more than 1,000 employees worldwide.

Our Core Business

1. Hardware Service: We provide payment equipment centred around POS machines with our independently developed core technology.

2. Software Services: Our software solutions cover the entire lifecycle operation management of payment terminals. We also develop Internet financial products such as Application Stores, Mobile Banking, and Online Banking.

3. Value-Added Services: We offer industry solutions that cover terminals and scenario applications. Additionally, we provide comprehensive after-sales services.

Role Overview

Newland NPT is seeking a Technical Support Manager based inIndonesiat o provide end-to-end technical support to customers, including application integration, troubleshooting, and solution delivery, while working closely with internal R&D, QA, and product teams to ensure high-quality customer support and satisfaction.

The ideal candidate is customer-oriented, technically strong, and capable of managing technical communication, troubleshooting, escalation coordination, and application delivery in a fast-paced environment.

Key Responsibilities

1. Provide professional technical support to local customers, including assistance with integration, troubleshooting, and guidance on development tools, terminal management systems, and key injection systems.

2. Take ownership of customer issues and drive them through to resolution in collaboration with the technical support and R&D teams.

3. Collaborate with development, QA, and product teams to reproduce, analyze, and resolve technical issues while maintaining clear communication between internal and external stakeholders.

4. Review and provide feedback on requirements, specifications, and technical design documents to ensure feasibility and alignment with customer needs.

5. Develop and maintain strong technical relationships with potential and existing customers, acting as a liaison between clients and internal teams.

6. Document customer cases, technical procedures, FAQs, and best practices to enrich the support knowledge base.

7. Participate in continuous improvement initiatives aimed at optimizing support processes and enhancing customer satisfaction.

8. Actively collect local market intelligence (project status, leads, competitor activities, customer/merchant feedback) and submit regular reports to headquarters (weekly/monthly/quarterly).

Key Requirements

Education

• Bachelor's degree or above in Computer Science, Software Engineering, Electronics, Information Technology, or a related field.

Experience & Technical Skills

• Proven experience in technical support, preferably within payment systems, fintech, POS, Android, or embedded device industries.
• Hands-on experience with SDK integration, troubleshooting, customer issue resolution, and technical support processes. Familiarity with issue tracking systems and SLA management is preferred.
• The ability to gather customer requirements and support technical discussions and contribute to solution improvements.
• Strong problem-solving and analytical skills, with the ability to independently diagnose and resolve technical issues in a timely manner.
• Strong documentation and reporting skills, including preparation of technical reports, troubleshooting guides, and knowledge base articles.

Communication & Collaboration

• Excellent communication and stakeholder management skills, with the ability to collaborate effectively with customers and cross-functional teams, including remote R&D teams.
• Self-driven, customer-oriented, and able to work effectively in a fast-paced and multicultural environment.

Language Skills

• Fluent in English and Bahasa Indonesia.
• Proficiency in Mandarin would be an advantage.