Technical Support Engineer

IBMC stands as a prominent Business Management Consulting Company in Indonesia, dedicated to propelling business achievements. We offer a comprehensive range of services tailored to meet the diverse needs of both local and international businesses. This role will be managed directly under IBMC to support our client based in Bali within the high-growth SaaS and IT Services sector.

We are looking for a highly skilled Technical Support Engineer to bridge the gap between our complex IT solutions and our global users. This is a fully remote position that requires a strict commitment to working during Pacific Standard Time (PST) hours (GMT-8) to support our international client base. If you have a strong technical foundation, a passion for solving puzzles, and the linguistic capability to manage relationships within the Asia-Pacific region, you will thrive in this role.

Key Responsibilities

• Technical Troubleshooting: Respond to and resolve complex technical inquiries, software bugs, and system requests related to our products and services in a timely, professional manner.
• Problem Resolution: Identify, troubleshoot, and provide effective architecture solutions for technical bottlenecks involving cloud infrastructure and web applications.
• Documentation Architecture: Maintain accurate, detailed, and up-to-date records of all customer interactions, technical issues, and successful resolutions within our support tracking system.
• Product Knowledge: Continuously deepen your expertise in our evolving product suite and services to provide superior, high-tier technical guidance.
• Feedback Loop: Provide ongoing, data-driven input to our internal engineering team to help improve and develop our products based on real-world customer demands and pain points.

Requirements

• Education: Minimum Bachelor's Degree in Computer Science, Information Technology, or a related engineering field, ideally graduated from a reputable Private University (Universitas Swasta).
• Experience: Minimum of 2 years of proven experience in IT support, technical customer success, or cloud technical customer support roles.
• Technical Foundation: Solid knowledge of Amazon Web Services (AWS), Web Development, Programming Logic, and Computer Networks.
• Excellent, professional English communication skills, both verbal and written (mandatory for international client interaction).
• Analytical Thinking: Exceptional problem-solving skills and the ability to maintain composure, clarity, and efficiency under pressure.