Technical Support Manager – Fintech & Payment Solutions Lead

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

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.