Technical Support (L2)

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.