Product Support Engineer

Title: Product Support Engineer

We are looking for a Product Support Engineer professional to provide technical and functional support for our SaaS products, including Property Management System (PMS) and Point of Sale (POS). The role will be responsible for ensuring the smooth day-to-day operation of the systems, troubleshooting application issues, assisting users, and coordinating with the engineering team when required.

Responsibilities:

• Provide first- and second-level support for the applications.
• Troubleshoot and resolve technical issues and enquiries.
• Monitor application performance and identify recurring issues.
• Investigate and escalate complex technical problems to engineering teams when necessary.
• Maintain documentation of system issues, solutions, configurations, and troubleshooting procedures.
• Assist in onboarding users by guiding them through setup and integration processes.
• Assist with system implementation, migration, upgrades, and new feature rollouts when required.
• Collaborate with product and engineering teams to improve system reliability and user experience.
• Maintain up-to-date knowledge of product features and technical updates.
• Any other activity or task as required by the Company.

Requirements:

• Posses Bachelor's Degree in Computer Science, Engineering or any related field.
• Fresh graduates are welcome to apply.
• Experience supporting PMS, POS, hospitality, retail, restaurant, or similar business applications is preferred.
• Good understanding of application troubleshooting and incident resolution.
• Strong analytical and problem-solving skills.
• Good communication and interpersonal skills.
• Able to communicate effectively with both technical and non-technical users.
• Able to work independently and manage multiple support requests.

Office location in Delrey Biztown (BSD City - Tangerang)

Work Location: Hybrid remote in Tangerang