Job Title:
Support & Service Delivery Engineer
Location:
Jakarta, Indonesia
About the Role:
We're looking for a hands-on professional to manage both Service Delivery (Onboarding & Implementation) and Technical Support (Post-Sales) for our enterprise and telco customers. The role ensures smooth onboarding, timely support, and customer satisfaction through proactive engagement and technical excellence.
Key Responsibilities:
- Handle end-to-end onboarding, configuration, and activation of customer services.
- Coordinate with global cross-functional teams to ensure on-time delivery and smooth go-live.
- Support customer operations across communication channels such as SMS, WhatsApp, RCS, Email, Viber, and Voice.
- Provide technical support, troubleshoot issues, and manage escalations post-implementation.
- Maintain SLAs, document resolutions, and update the knowledge base.
- Conduct product demos and customer training when required.
- Monitor new accounts during stabilization to ensure seamless transition to BAU.
Requirements:
- Bachelor's degree in Engineering, Computer Science, or related field.
- 25 years of experience in Service Delivery or Technical Support (preferably in CPaaS, SaaS, or Telecom).
- Experience with REST APIs, Postman, or similar tools is an advantage.
- Strong troubleshooting, API, and system integration skills.
- Good communication in English and Bahasa Indonesia.
- Working knowledge of Linux/Windows environments and ticketing tools.
Work Environment:
- Cross-functional collaboration with Sales, Support, Product, Engineering, and NOC teams.
- You'll be backed by our 24x7x365 global operations teams, ensuring continuous support and seamless service delivery across all communication channels.
- Fast-paced, delivery-driven environment focused on customer satisfaction and operational excellence.
- May require occasional travel or after-hours support based on project and customer needs.
