Technical Support Manager (IoT products)

Cartrack Technologies Indonesia; Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A multinational telematics company is seeking a Technical Support Manager in Jakarta, Indonesia. The role involves overseeing support operations, ensuring service excellence, and leading a technical team. Ideal candidates should have a technical degree and at least 5 years of experience in application support or technical operations. Strong incident management and leadership skills are essential. This position offers opportunities in a dynamic, fast-paced environment with career advancement potential.

Qualifications

• Minimum 5 years of experience in application support or technical operations with leadership exposure.
• Experience in SaaS or System Integrator environments is an advantage.
• Experience supporting IoT-based solutions and API integrations is preferred.

Responsibilities

• Oversee day-to-day support operations including manpower planning.
• Ensure SLAs, KPIs, and productivity targets are met.
• Manage the OTRS ticketing system and escalation processes.
• Monitor system health and drive issue resolution.
• Lead resolution of complex technical issues.

Skills

Incident management

Troubleshooting

Problem-solving

Leadership

Communication

Education

Bachelor’s degree in a technical field

Job description

Technical Support Manager (IoT products)

We are looking for an Technical Support Manager to oversee day-to-day operational activities, ensure service excellence, and lead a high-performing technical team. This role plays a key part in ensuring operational efficiency, managing technical incidents, and supporting continuous improvement across systems and products.

Key Responsibilities

• Oversee day-to-day support operations, including manpower planning and incident management.
• Ensure SLAs, KPIs, and productivity targets are met.
• Manage the OTRS ticketing system and escalation processes.
• Monitor system and product health and drive timely issue resolution.
• Lead resolution of complex technical issues and continuous improvement initiatives.
• Collaborate with product, engineering, and vendor teams.
• Provide technical and product training when required.

Requirements

• Bachelor’s degree in a technical field.
• Minimum 5 years of experience in application support or technical operations with leadership exposure.
• Experience in SaaS or System Integrator environments is an advantage.
• Experience supporting IoT-based solutions and API integrations is preferred.
• Strong incident management, troubleshooting, and problem-solving skills.
• Excellent leadership and communication skills.
• Ability to work effectively under pressure in a fast-paced environment.

PT Cartrack South East Asia is part of Cartrack Holdings Ltd., a global telematics company that operates in 23 countries. We provide a comprehensive fleet management system that includes real-time GPS tracking and data analytics. We develop our integrated Software-as-a-Service (SaaS) platform and manufacture our best-quality IoT devices internally. In Indonesia, we have a head office in Jakarta and a branch office in Surabaya. As our business grows fast, we also place our representatives in several other areas in Indonesia. Joining our team, you will work in a multinational, dynamic, and positive environment, with career advancement opportunities both locally and regionally.