job description
Join Multi Teknindo Infotronika as a Product Support Engineer and become the vital link between our customers and development teams in beautiful Bali. In this dynamic role, youâll provide expert technical assistance, troubleshoot complex issues, and ensure seamless product performance for our diverse client base.
Based in one of Baliâs vibrant hubsâCanggu, Ubud, Denpasar, or surrounding areasâyouâll collaborate with cross-functional teams to resolve technical challenges, gather user feedback, and drive product improvements. Your expertise will directly enhance customer satisfaction and contribute to the evolution of our cutting-edge solutions.
This is a unique opportunity for a technically minded professional who thrives in a fast-paced, customer-centric environment. If youâre passionate about problem-solving, love working with technology, and want to live and work in paradise, weâd love to hear from you.
Responsibility
- Serve as the primary technical liaison between customers and internal development teams to resolve product-related issues.
- Diagnose, troubleshoot, and provide timely solutions for complex technical problems reported by users.
- Collaborate with engineering, QA, and product teams to reproduce, document, and escalate bugs or feature requests.
- Develop and maintain technical documentation, FAQs, and knowledge base articles to empower users and reduce support tickets.
- Conduct product training sessions for customers and internal teams to ensure optimal usage and adoption.
- Monitor product performance, analyze user feedback, and recommend improvements to enhance usability and reliability.
- Provide on-call support for critical issues and ensure minimal downtime for clients.
- Stay updated with industry trends and emerging technologies to proactively address potential challenges.
Qualifications
- Bachelorâs degree in Computer Science, Engineering, IT, or a related technical field.
- Minimum 2+ years of experience in technical support, customer support, or a similar role for software/hardware products.
- Strong problem-solving skills with the ability to debug and resolve technical issues efficiently.
- Excellent communication skills in English (written and verbal) to articulate technical concepts to non-technical users.
- Familiarity with troubleshooting tools, APIs, databases, or scripting languages (e.g., SQL, Python, Bash).
- Experience with ticketing systems (e.g., Jira, Zendesk) and remote support tools (e.g., TeamViewer, AnyDesk).
- Customer-focused mindset with a passion for delivering exceptional service.
- Ability to work independently and collaboratively in a remote or hybrid setting.