Job description for Techical Support (L2) at PT Sinergi Kecerdasan Buatan
WHAT YOU'LL DO
Investigation & Monitoring
- Analyse and troubleshoot technical issues across systems and transactions
- Proactively monitor the performance of applications, services, and transactions
- Use monitoring and logging tools to investigate problems
- Perform Root Cause Analysis (RCA) on system and transaction issues
Coordination & Resolution
- Coordinate with Engineering, QA, and external partners during investigation and issue resolution
- Validate transaction flows and ensure integrations with billers/suppliers run smoothly
- Document investigation results, root causes, and the technical solutions applied
- Ensure incident handling meets SLA and operational standards
QUALIFICATIONS
Experience
- 1-3 years as Technical Support, System Support, IT Support, or Application Support
- Experience handling transaction-based products or high-traffic systems
- Able to handle multiple products or services at once
- Strong analytical and problem-solving skills
Technical Skill
- Experience with monitoring/logging tools such as Datadog, Grafana, Kibana, or similiar
- Understanding of log analysis for system troubleshooting
- Basic API troubleshooting (REST API, HTTP status codes, JSON, request/response)
Avaiability
- Willing to work on a shift system - 24/7 operation, including weekends and public holidays
