IBMC stands as a prominent Business Management Consulting Company in Indonesia, dedicated to propelling business achievements. We offer a comprehensive range of services tailored to meet the diverse needs of both local and international businesses. This role will be managed directly under IBMC to support our client based in Bali within the SaaS and IT Services sector.
We are looking for a highly skilled Technical Support Engineer to bridge the gap between our complex IT solutions and our global users. This is a fully remote position that requires a commitment to working during Pacific Standard Time (PST) hours (GMT-8) to support our international client base. If you have a strong technical foundation and a passion for solving puzzles, you will thrive in this role.
Responsibilities
- Technical Troubleshooting: Respond to and resolve complex technical inquiries, issues, and requests related to our products and services in a timely manner.
- Problem Resolution: Identify, troubleshoot, and provide effective solutions for technical bottlenecks involving cloud infrastructure and web applications.
- Documentation: Maintain accurate, detailed, and up-to-date records of all customer interactions, technical issues, and successful resolutions within our support system.
- Product Knowledge: Continuously deepen your expertise in our evolving product suite and services to provide superior technical guidance.
- Feedback Loop: Provide ongoing, data-driven input to our internal engineering team to help improve and develop our products based on real-world customer demands and pain points.
Requirements
- Experience: Minimum of 2 years of proven experience in IT or technical customer support roles.
- Technical Foundation: Solid knowledge of Amazon Web Services (AWS), Web Development, Programming Logic, and Computer Networks.
- Language Proficiency: Excellent English communication skills, both verbal and written (mandatory for international client interaction).
- Analytical Thinking: Exceptional problem-solving skills and the ability to maintain composure and efficiency under pressure.
- Shift Flexibility: Must be able and willing to work according to Pacific Standard Time (PST) / Los Angeles time zone (GMT-8).
- Preferred Skill: Background or proficiency in programming (coding) is highly preferred to better assist in technical debugging.
Benefits
- Competitive Compensation: Salary package aligned with the technical nature of the role and shift requirements.
- Remote Work: Fully remote setup allowing you to work from anywhere in Indonesia.
- Career Advancement: Direct management and professional development support from IBMC.
- Global Exposure: Opportunity to work with international stakeholders and cutting-edge SaaS technologies.
- Health & Wellness: Health Insurance coverage (BPJS or equivalent) and other standard company perks.