Technical Support Engineer

ABOUT IGLOO

Igloo is a smart access control operating system built for multifamily, single family, and unmanned rental operations. We provide an end-to-end hardware and software solution giving property managers, operators, and tenants seamless, secure, and connected access experiences. We operate globally with footprints in the US, EU and APAC.

THE ROLE

This role will be responsible for providing support, troubleshooting issues, guiding users through solutions, and collaborating with internal teams to ensure a smooth and reliable user experience This role will require to work in shift between US daytime and Indonesia daytime

DUTIES & RESPONSIBILITIES

• Work in shift between Indonesia daytime and US daytime hours to support users and ensure coverage across time zones
• Provide first-line technical support via email, chat, or Jira ticket
• Troubleshoot and resolve technical issues and enquiries
• Investigate and escalate complex technical problems to engineering teams when necessary
• Document issues, resolutions, and technical processes clearly
• Assist in onboarding users by guiding them through setup and integration processes
• Collaborate with product and engineering teams to improve system reliability and user experience
• Maintain up-to-date knowledge of product features and technical updates

QUALIFICATIONS

• BSc/BA in Computer Science, Engineering or a related field
• Preferably 1-2 Years of experience in technical support, helpdesk, or related technical role
• Basic understanding of APIs, HTTP protocols, and troubleshooting tools
• Familiarity with logs analysis and debugging
• Strong programming/scripting skills (e.g., Java, Python, JavaScript)
• Good communication in English both written and verbal