Job description for Technical Support at igloo
About igloo
igloo is a global leader in large-scale smart access management solutions for homes and cities. We provide an end-to-end hardware and software solution giving property managers, operators, and tenants seamless, secure, and connected access experiences. With a strong presence in 5,000+ enterprise customers and 80+ distributors worldwide, we’re shaping a keyless future.
The Role
This role will be responsible for providing support, troubleshooting issues, guiding users through solutions, and collaborating with internal teams to ensure a smooth and reliable user experience
This role will require to work in shift between US daytime and Indonesia daytime
Duties & Responsibilities
- Work in shift between Indonesia daytime and US daytime hours to support users and ensure coverage across time zones
- Provide first-line technical support via email, chat, or Jira ticket
- Troubleshoot and resolve technical issues and enquiries
- Investigate and escalate complex technical problems to engineering teams when necessary
- Document issues, resolutions, and technical processes clearly
- Assist in onboarding users by guiding them through setup and integration processes
- Collaborate with product and engineering teams to improve system reliability and user experience
- Maintain up-to-date knowledge of product features and technical updates
Qualifications
- BSc/BA in Computer Science, Engineering or a related field
- Preferably 1-2 Years’ of experience in technical support, helpdesk, or related technical role
- Basic understanding of APIs, HTTP protocols, and troubleshooting tools
- Familiarity with logs analysis and debugging
- Strong programming/scripting skills (e.g., Java, Python, JavaScript)
- Good communication in English both written and verbal
