job description
Are you a technical problem-solver with a passion for delivering exceptional customer experiences? Asia Recruit is seeking a Senior Technical Support Engineer to join our dynamic team in Bali (with hybrid/remote options available across Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, and Badung).
In this role, you’ll bridge the gap between complex technical solutions and customer satisfaction, ensuring our clients receive world-class support while troubleshooting advanced technical issues. You’ll collaborate with cross-functional teams, including engineering and product development, to drive continuous improvement in our products and services. If you thrive in a fast-paced environment where your technical expertise directly impacts customer success, this is the opportunity for you.
Bali offers the perfect blend of professional growth and lifestyle balance, with a vibrant tech community, stunning landscapes, and a cost of living that allows you to enjoy the best of both worlds. Join us and be part of a team that values innovation, collaboration, and excellence.
Why join us?
- Competitive salary package (IDR 12,000,000 – IDR 15,000,000 per month) with performance bonuses.
- Hybrid/remote work flexibility with access to co-working spaces in Bali’s top locations.
- Opportunities for career advancement in a growing tech company.
- Work with cutting-edge technologies and a diverse, international team.
- Comprehensive benefits, including health insurance and professional development support.
Responsibility
- Provide Tier 3 technical support to customers, resolving complex hardware, software, and network issues with a focus on root-cause analysis.
- Collaborate with engineering and product teams to escalate and document recurring technical problems, driving long-term solutions.
- Develop and maintain technical documentation, including FAQs, troubleshooting guides, and knowledge base articles for internal and external use.
- Conduct remote and on-site support sessions to diagnose and resolve critical customer issues, ensuring minimal downtime.
- Mentor junior support engineers, providing guidance on best practices and technical problem-solving techniques.
- Monitor and analyze support metrics (e.g., response time, resolution time, customer satisfaction) to identify trends and areas for improvement.
- Participate in on-call rotations to provide 24/7 support for high-priority incidents, ensuring business continuity.
- Act as a customer advocate, gathering feedback to influence product development and enhance user experience.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
- 5+ years of experience in technical support, IT operations, or a related role, with at least 2 years in a senior or lead capacity.
- Proficiency in troubleshooting hardware, software, and network issues, including experience with Linux/Windows servers, cloud platforms (AWS/Azure/GCP), and scripting (Python, Bash, PowerShell).
- Strong understanding of networking protocols (TCP/IP, DNS, DHCP, VPN) and security best practices.
- Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and remote support tools (e.g., TeamViewer, AnyDesk).
- Excellent communication skills in English, with the ability to explain technical concepts to non-technical stakeholders.
- Proven ability to work independently and manage multiple priorities in a fast-paced environment.
- Certifications such as CompTIA A+, Network+, CCNA, or ITIL are a plus.