Technical Support Manager (based in Indonesia)

Newland NPT International; Jakarta Pusat; On-site; IDR 300,000,000 - 420,000,000; Full time

Job summary

Newland NPT International seeks a Technical Support Manager based in Indonesia to deliver end-to-end technical support for payment systems, including integration, troubleshooting, and delivery of solutions. You will coordinate with R&D, QA, and product teams to ensure high-quality customer outcomes.

The ideal candidate is customer-oriented, technically strong, with strong communication and documentation skills, capable of handling escalation coordination in a fast-paced environment.

Qualifications

• Bachelor’s degree in CS/SE/IT or related field.
• Experience in technical support within payments/fintech, POS, Android, or embedded devices.
• Strong problem-solving and analytical abilities; able to diagnose and resolve issues.
• Excellent documentation and reporting skills; produce guides and knowledge base articles.
• Fluent in English and Bahasa Indonesia; Mandarin proficiency is a plus.

Responsibilities

• Provide professional technical support to local customers, including integration and troubleshooting guidance.
• Take ownership of issues and drive resolution with R&D and QA.
• Collaborate with development, QA, and product teams to reproduce and fix technical problems.
• Review requirements and technical designs for feasibility and alignment with customer needs.
• Develop and maintain strong technical relationships with customers and internal teams.
• Document cases, procedures, FAQs, and best practices for the knowledge base.
• Participate in process improvements to enhance support efficiency and customer satisfaction.
• Collect local market intelligence and report insights to headquarters.

Skills

Technical support

SDK integration

Troubleshooting

Documentation

Communication

Stakeholder management

Remote collaboration

Customer relations

Education

Bachelor's degree in Computer Science / Software Engineering / Information Technology

Tools

SDKs & APIs

Issue tracking systems

SLA management

CRM systems

Job description

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 Nilson 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 centered 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 in Indonesia to 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.
• 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.