About The Role
We are looking for a hands-on, detail-oriented Senior Tech Operations Support Engineer to join our high-performing tech ops team in Jakarta. As a senior member, you will not only solve technical challenges but also guide junior team members, continuously improve systems stability, and collaborate with cross-functional teams across engineering, QA, and insurance operations.
Key Responsibilities
- Monitor, triage, and resolve production issues across APIs, backend services, and insurance partner integrations
- Act as first and second-line support for system alerts, customer tickets, and incident escalations - Debug complex issues using logs, metrics, and tracing tools; perform structured root cause analysis
- Design and maintain internal tools/scripts to automate troubleshooting or support workflows - Serve as a point of contact for incident resolution and post-mortem documentation - Collaborate closely with engineering teams to address code-level fixes or data issues - Guide and mentor junior tech support engineers through code reviews, process improvements, and SOP documentation
- Participate in on-call rotation to maintain high availability of business-critical systems
Required Qualifications
- 34+ years of hands-on experience in technical support, site reliability, QA engineering, or DevOps
- Strong debugging skills in distributed environments (logs, databases, APIs, third-party services) - Proficient in Linux shell, basic scripting (Python/Bash/Node.js), and RESTful APIs - Familiar with incident workflows, ticketing systems, and monitoring dashboards - Excellent communication and documentation skills can write clearly for both technical and non-technical audiences
- Proactive, solution-oriented mindset with attention to detail and urgency
- Experience working in fast-paced industries like fintech, healthtech, or insurance is a plus
Good to Have
- Knowledge of insurance operations, claims, or policy workflows
- Familiarity with automation test tools (Playwright, Selenium) or load testing (Locust) - Experience working with CI/CD tools (GitHub Actions, Jenkins)
- Prior use of tools like Postman, SQL clients, DataDog, GCP Stackdriver, or Sentry - Exposure to agile environments and service-level monitoring
Why Youll Love This Role
Make a measurable impact on systems that serve real customers and agents across Southeast Asia. Collaborate with top-tier engineers and product managers in a mission-driven team. Enjoy a healthy mix of autonomy, support, and learning opportunities. Work in a hybrid, people-first environment where your voice is valued.
