Application Support Engineer

As a Support Engineer, you will play a critical role in supporting customers using Hatio’s cloud supply chain platform. You will troubleshoot and resolve technical issues, assist in platform configuration, and work closely with product and engineering teams to ensure a seamless customer experience across our WMS, OMS, and API integrations.

Key Responsibilities

1. Issue Investigation & Resolution

• Handle Level 1 and L2 support tickets escalated by users.
• Investigate platform issues, including data sync failures, order errors, or system bugs.
• Provide resolutions or workarounds based on root cause analysis.

2. System & API Troubleshooting

• Debug API payloads, response errors, and webhook failures using tools like Postman or browser consoles.
• Work with logs and monitoring tools to identify problems in cloud infrastructure or integration flows.
• Coordinate with engineering to document and escalate unresolved bugs.

3. Customer Communication & Support

• Communicate professionally with customers to gather information, explain resolutions, and ensure satisfaction.
• Assist in onboarding new clients by helping configure support-relevant components.
• Log all interactions and fixes in ticketing system

4. Internal Collaboration

• Work cross-functionally with Implementation, Product, and QA teams to replicate edge cases.
• Contribute to the internal knowledge base with guides and FAQ documentation.
• Support testing of new product features from a support-readiness standpoint.

Requirements

• 1-3 years of experience in technical support or application support roles.
• Familiarity with REST APIs, JSON, HTTP status codes, and basic scripting or SQL is a strong plus.
• Strong analytical skills and attention to detail in issue diagnosis.
• Fluent in English or Bahasa; able to explain technical concepts clearly to non-technical users.
• Team player with good spirits