job description
Join Konektao Global BPO Corporation as a Senior Technical Support Liaison and play a pivotal role in bridging the gap between technical support and engineering teams. In this dynamic position, you will leverage your expertise in SQL, PostgreSQL, log analysis, and API integrations to diagnose and resolve complex order issues, ensuring seamless operations for our global clients.
Based in the vibrant regions of Bali (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung), you will collaborate with cross-functional teams to translate technical findings into actionable engineering requests, driving continuous improvement in our systems and processes. This role is perfect for a detail-oriented professional with a passion for problem-solving and a knack for clear, technical communication.
If you thrive in a fast-paced environment and are eager to contribute to a company at the forefront of ICT innovation, we invite you to apply and take the next step in your career with us.
Responsibility
- Investigate and resolve complex order issues using SQL queries, PostgreSQL databases, and log analysis to identify root causes.
- Liaise between technical support and engineering teams to translate technical findings into clear, actionable requests for system improvements.
- Monitor and analyze API performance, troubleshooting integration issues and ensuring seamless data flow between systems.
- Develop and maintain documentation for technical processes, troubleshooting steps, and best practices to enhance team efficiency.
- Collaborate with stakeholders to prioritize and escalate critical technical issues, ensuring timely resolution.
- Conduct data-driven analysis to identify trends in order issues and propose proactive solutions to prevent recurrence.
- Provide mentorship and guidance to junior support team members, fostering a culture of continuous learning and improvement.
- Stay updated on emerging technologies and industry best practices in database management, APIs, and technical support.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field; equivalent experience will also be considered.
- Minimum 5 years of experience in technical support, with a focus on SQL, PostgreSQL, and API troubleshooting.
- Proven ability to analyze logs, diagnose system issues, and develop solutions in a high-volume environment.
- Strong understanding of RESTful APIs, JSON, and data integration principles.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders.
- Experience with ticketing systems (e.g., Jira, Zendesk) and collaboration tools (e.g., Slack, Confluence).
- Problem-solving mindset with a customer-centric approach and attention to detail.
- Familiarity with cloud platforms (AWS, Azure, GCP) is a plus.