Job description for Product Support Engineer at Develab
Title: Product Support Engineer
We are looking for a Product Support Engineer professional to provide technical and functional support for our SaaS products for Hotel, F&B and Retail business, including Property Management System (PMS) and Point of Sale (POS). The role will be responsible for ensuring the smooth day-to-day operation of the systems, troubleshooting application issues, assisting users, and coordinating with the engineering team when required.
Our product: rideum.io
Responsibilities
- Provide first- and second-level support for the applications.
- Troubleshoot and resolve technical issues and enquiries.
- Monitor application performance and identify recurring issues.
- Investigate and escalate complex technical problems to engineering teams when necessary.
- Maintain documentation of system issues, solutions, configurations, and troubleshooting procedures.
- Assist in onboarding users by guiding them through setup and integration processes.
- Assist with system implementation, migration, upgrades, and new feature rollouts when required.
- Collaborate with product and engineering teams to improve system reliability and user experience.
- Maintain up-to-date knowledge of product features and technical updates.
- Any other activity or task as required by the Company.
Requirements
- Posses Diploma, Bachelor's Degree in Computer Science, Engineering or any related field.
- Preferably 1-3 years of experience in application support, software support, or related technical role. Fresh graduates are welcome to apply.
- Experience supporting PMS, hospitality, retail, restaurant, or similar business applications is highly preferred.
- Good understanding of application troubleshooting and incident resolution.
- Strong analytical and problem-solving skills.
- Good communication and interpersonal skills.
- Able to communicate effectively with both technical and non-technical users.
- Able to work independently and manage multiple support requests.
Office location in Delrey Biztown (BSD City - Tangerang)
