Job description for Techical Support (L2) at PT Sinergi Kecerdasan Buatan
Job Description
We are looking for a versatile and highly analytical Technical Support specialist to monitor, diagnose, and resolve technical incidents across our financial transaction platforms, e-wallets, and banking/biller integrations. In this role, you will directly handle L1 & L2 Support functions on certain projects (managing initial user/client issues through to technical analysis), while focusing as L2 Support on other projects (deep-dive investigations via application logs and escalating to Project Managers/Developers).
Key Responsibilities
- End-to-End Incident Handling (L1/L2): Respond to, categorize, and analyze daily issue tickets from users/clients to identify the Root Cause Analysis (RCA) in compliance with target SLAs.
- Monitoring & Alerting: Monitor app dashboards and take fast action on system alerts.
- Log Analysis & Troubleshooting: Inspect and analyze application/API logs (via Kibana or Datadog) to diagnose issues such as API timeouts, transaction failures, or error response payloads.
- Escalation & Coordination: Collaborate with Project Managers (regarding data/database inquiries) and Developers for issues requiring code fixes or data adjustments, following up on tickets until fully resolved.
- Maintenance & Shift Handover: Assist with routine preventive maintenance, basic functional testing (SIT/UAT), and execute disciplined handovers of pending ticket notes at each shift transition.
Qualifications & Requirements
- Education: Bachelor's degree in Informatics Engineering, Information Systems, or a related field.
- Work Experience: Minimum 1–3 years of experience in Technical Support, Application Support, or IT Helpdesk (preferably within banking, fintech, or e-commerce industries).
- System & Transaction Knowledge:
- Proficient in analyzing API transaction flows (request/response payloads, HTTP status codes).
- Strong understanding of basic banking/e-wallet transaction concepts (familiarity with ISO 8583 standards or aggregator/biller protocols is a plus).
Technical Skills (Tools & Tech Stack):
- Log Analysis & Monitoring: Hands-on experience using Kibana or Datadog for application log analysis.
- API & Testing Tools: Familiarity with Postman for testing and validating API responses.
- Ticketing & Documentation: Proficient in Jira, Confluence, Trello, or similar ticketing platforms.
Working Hours
Must be willing to work in a 3-shift rotation schedule (morning, day, and evening shifts).
Soft Skills
- Problem Solving & Critical Thinking: Strong logical reasoning to systematically isolate root causes from application logs in dynamic operational environments.
- Client & Team Communication: Ability to communicate clearly and empathetically when serving end users/clients (L1), while remaining clear and effective when collaborating with Project Managers and Developers.
- Time Discipline: High commitment to operational shift schedules and great attention to detail in incident documentation.
