Job description for Technical Support Engineer at Skyshi Digital Indonesia
Technical Support Engineer
You'll investigate issues, troubleshoot bugs, reproduce problems, and work closely with our Product and Engineering teams to get things fixed.
What you'll do
- Investigate and resolve Level 2 support tickets.
- Reproduce and document bugs with clear technical detail.
- Liaise with Product and Engineering to prioritise and track fixes.
- Help customers by providing clear, timely updates via Zoho Desk and email.
- Identify recurring issues and suggest product improvements.
- Maintain our knowledge base and internal support documentation.
You'll thrive if you
- Love solving puzzles and getting to the root cause of technical problems.
- Have strong technical troubleshooting and debugging skills.
- Communicate clearly and concisely in writing.
- Are organised, proactive, and enjoy improving processes and documentation.
- Enjoy working closely with developers, QA, and product teams.
- Can manage multiple tickets/priorities independently with minimal supervision.
Requirement
- Minimum 2 years of experience in one or more of the following roles: Technical/Application Support Analyst, Software Quality Analyst (Production Testing),Jr. System Analyst, or Assistant Project Manager.
- Working knowledge of SQL (able to write/read queries for diagnostics)
- Experience using a helpdesk/ticketing system (Zoho Desk, Zendesk, Freshdesk, or similar)
- Professional, polite, and customer-focused communication style.
- Excellent written and verbal English.
