Technical Support Engineer - Indonesia

Grab are looking for a Technical Support Engineer to join our vibrant team. You will be an integral part as you will be liaising with our customers on Application Support. This role offers great benefits and attractive salary package.

Responsibilities

• Responsible in resolving technical issues and providing support to stakeholders
• Responsible in helping to improve reliability, stability and scalability challenges with other engineering teams
• Resolve technical issues that cannot be resolved through normal operations and maintenance procedures and provide leadership on outage calls in order to drive issue resolution and limit impact to the user.
• Collaborate with Engineering, Product Development, and Customer Service teams as required in order to drive long-term product improvements.
• Participate in “standby” on an as needed basis to ensure that expert level support is available on a 24×7 basis.
• Support the development and delivery of training programs and support documentation to other departments on new operation, maintenance, and troubleshooting procedures.
• Provide guidance to Engineering and Customer Service teams with the validation and deployment of new products and services to ensure trouble free application changes
• Provide expert on-site and remote support during major software upgrades

Work Experience

• 1+ years experience related to support or operations.
• Strong understanding of support flows and procedures
• Must be familiar with working via online tools like Zendesk, Google Calendar, Web based email, etc
• Must know how to debug basic mobile hardware and software issues
• Fluent in both English and the local native language such as Bahasa, Malay, Chinese, Tagalog, Thai or Vietnamese.
• Knowledge of customer service principles and practices
• Must be able to work independently and remotely.
• Must be able to work well under pressure Skills
• Knowledgeable in mobile operating systems (iOS, Android)
• Excellent in problem solving and troubleshooting skills on mobile hardware and software
• Ability to multi-task
• Good communication skills

**This team operates 24/7, so applicants must be comfortable working on rotating shifts**