Deskripsi Pekerjaan
Join TechNexus Indonesia as our Senior Technical Support Specialist and become the backbone of our customer success journey. We're seeking a dedicated professional to deliver exceptional technical support experiences while driving innovation in our service delivery. This role combines deep technical expertise with outstanding interpersonal skills to resolve complex issues and elevate our service standards.
As a key member of our support team, you'll work in a collaborative environment where your problem-solving skills directly impact customer satisfaction and retention. We offer competitive compensation, comprehensive benefits, and clear career advancement pathways in Indonesia's fastest-growing tech ecosystem.
Tanggung Jawab
- Diagnose and resolve complex technical issues across cloud platforms, SaaS applications, and enterprise systems
- Develop and maintain comprehensive documentation for troubleshooting procedures and knowledge base articles
- Collaborate with engineering teams to identify and escalate systemic product issues
- Mentor junior support staff through peer review sessions and knowledge sharing workshops
- Implement proactive monitoring systems to predict and prevent potential service disruptions
- Analyze support metrics to identify trends and implement process improvements
- Lead critical incident response during high-impact system outages
Kualifikasi
- S1 degree in Computer Science, Information Technology, or related field
- Minimum 4 years of experience in enterprise-level technical support
- Expert proficiency in cloud platforms (AWS/Azure/GCP) and SaaS architectures
- Certification in ITIL or IT Service Management preferred
- Fluency in Bahasa Indonesia and professional English communication skills
- Advanced scripting capabilities (Python/Shell/Bash)
- Demonstrated experience with CRM and ticketing systems (Zendesk/Jira)
- Strong analytical thinking and root cause analysis capabilities