Deskripsi Pekerjaan
Join our elite technical support team at TechSolutions Indonesia! We're seeking a Senior Technical Support Specialist to deliver exceptional service to our enterprise clients. This role combines technical expertise with customer-centric problem-solving in a fast-paced SaaS environment.
As a key member of our Support Division, you'll troubleshoot complex system issues, optimize customer workflows, and drive product improvements. We offer competitive compensation, career growth opportunities, and a collaborative culture that values innovation.
Tanggung Jawab
- Diagnose and resolve complex technical issues across cloud infrastructure and SaaS platforms
- Develop and maintain comprehensive troubleshooting documentation and knowledge base articles
- Collaborate with engineering teams to identify product enhancement opportunities
- Provide tier-3 support escalation for critical customer incidents
- Conduct proactive system health monitoring and performance optimization
- Mentor junior support specialists through technical guidance and knowledge sharing
- Implement continuous improvement strategies for support processes
Kualifikasi
- S1 degree in Computer Science or related field (minimum 3 years experience)
- Expert-level proficiency in Linux/Windows server administration
- Advanced cloud platform knowledge (AWS/Azure/GCP certification preferred)
- Fluency in Bahasa Indonesia and English (verbal/written)
- Experience with monitoring tools (Zabbix, Nagios, Datadog)
- Strong analytical thinking and systematic problem-solving approach
- Customer-centric mindset with exceptional communication skills
- Ability to work rotating shifts for 24/7 support coverage