L1 & L2 Support Engineer (Fluent English Mandatory)

Notes

12 Months contract (extendable)

Full WFO, South Jakarta

Fluent in English

Jobdesc L1:

• Resolve technical issues and provide immediate assistance to stakeholders using helpdesk tools (e.g., Zendesk, internal ticketing systems).

• 24/7 System Monitoring: Actively monitor system health, reliability, and scalability across all shifts. Identify anomalies and escalate critical issues to L2 Support or Engineering teams promptly.

• SLA Compliance: Execute and track production support activities to ensure all incidents are addressed and resolved within defined Service Level Agreements (SLAs).

• Cross-Functional Collaboration: Partner with the Customer Service team to provide technical solutions for complex user issues that fall outside standard operations.

• Incident Diagnosis: Conduct initial troubleshooting by asking targeted questions to customers or internal teams to identify the root cause of an issue quickly.

• Documentation: Maintain a comprehensive knowledge base by documenting all incidents, troubleshooting steps, and technical resolutions.

• Support Excellence: Adhere to established technical support flows and system administration procedures while maintaining strong stakeholder relationships.

Jobdesc L2:

• High-Quality Triage & Classification: Perform an initial assessment of incoming banking issues to accurately classify severity, impact, and technical domain.

• System Isolation: Investigate and isolate root causes across distributed systems without requiring direct code access, utilizing logs, APIs, and monitoring tools.

• Escalation Excellence: Own the escalation quality by providing L3/Engineering teams with comprehensive diagnostic data, reducing back-and-forth communication.

• Vendor & Stakeholder Collaboration: Act as the primary technical point of contact for vendor collaboration and drive third-party resolution for integrated services.

• Cross-Divisional Internal Tools Support: Act as the second layer responder for internal banking tools (e.g., loan origination systems, collection systems, CRM, risk management tools, and back-office portals) used by various business units.

• Log Tracing: Utilize monitoring tools like Splunk or Grafana to trace the complete journey of a customer request from the initial app click to the final database entry and third-party response.

• Root Cause Analysis (RCA): Document and identify the root cause of recurring incidents, collaborating with backend and DevOps teams to implement permanent code or infrastructure fixes.

Requirements:

1. Tools & Platforms Proficiency in online collaboration and helpdesk tools: Zendesk, Google Workspace (Calendar, Gmail), CRM, JIRA, Confluence, Splunk, Grafana, and slack Mobile Debugging Ability to debug basic mobile hardware and software issues (iOS/Android)

2. experience in product-specific support.

3. Crisis Management Ability to stay calm during technical emergencies and make sound decisions to handle unexpected system exceptions.

4. Communication High-level verbal and written communication skills to provide clear, step-by-step technical guidance.

5. Bachelor’s Degree in Computer Science, Information Technology, or a related technical field.

6. Minimum 2+ years of relevant work experience, with at least 1 year specifically in a technical support or operations role.

7. Shift Requirement: Must be willing and able to work in a 24/7 rotating shift schedule, including night shifts, weekends, and public holidays.

8. Experience in the fintech or banking industry is highly preferred.

9. Strong analytical and problem-solving skills with the ability to work independently as an individual contributor.