Talent.com
This job offer is not available in your country.
Senior Technical Support Engineer

Senior Technical Support Engineer

IBMCJakarta, Jakarta, ID
30+ days ago
Job type
  • Quick Apply
Job description
  • Serve as the first point of contact for clients, expertly handling and resolving daily technical issues reported through various channels.
  • Perform in-depth troubleshooting of reported problems, ranging from minor requests (e.g., account merging, dashboard discrepancies, login issues) to critical incidents (e.g., system outages, dashboard inaccessibility, false breaches).
  • Collaborate closely with cross-functional teams including QA, Backend, Frontend, and DevOps to efficiently escalate and resolve complex technical challenges.
  • Maintain meticulous documentation of all technical issues, troubleshooting steps, and resolutions for knowledge management and future reference.
  • Communicate proactively and effectively with clients, providing timely updates, clear solutions, and sharing product knowledge.
  • Assist clients with the effective use of the dashboard, API, and occasionally broker platforms.
  • Provide accurate product knowledge and guidance to clients, enhancing their overall experience.
  • Assess the severity and impact of each issue to ensure proper prioritization, mitigating potential harm to the company’s image.
  • Contribute to the continuous improvement of support processes and tools.
  • Mentor and guide junior Technical Support Engineers.

    • Requirements

    • Strong experience in database management, API integration, and troubleshooting.
    • Proficient in cloud platforms and tools like CloudWatch, Sentry, and Postman.
    • Familiar with broker platforms, Amazon NoDB, Workbench, and OpenVPN
    • Excellent written and verbal communication skills.
    • Strong problem-solving, critical thinking, and time management abilities.
    • Customer-centric with empathy and cultural adaptability.
    • Team-oriented with global collaboration experience.
    • Skilled in Jira, internal dashboards, and Google Workspace.
    • Bachelor’s degree in Computer Science, IT, or a related field.
    • This is a full remote position, requiring strong self-discipline and the ability to work effectively as part of a global team.
    • The role operates in a fast-paced and high-pressure environment, requiring resilience and adaptability.
    • A collaborative spirit is essential, alongside the ability to work independently when necessary.
    Create a job alert for this search

    Technical Support Engineer • Jakarta, Jakarta, ID