Technical Support Manager — IoT & SaaS Operations Lead

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

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.