Jakarta, Indonesia

Technical Support Engineer

  • Job Category: Operations

Wavecell, an 8×8 company, is a leading Communications Platform as a Service (CPaaS) provider. We help businesses transform their customer communications experience by leveraging on our SMS, Chat Apps, Video Interaction and Voice solutions; packaged in a single cloud-based multi-channel platform. Our solutions are available as APIs and ready-to-use SaaS tools, empowering developers and enterprises alike to build better services.

About the role

We are looking for a Technical Support Engineer to take part in the daily operations of our communications platform.

You will be part of the Customer Support & Operations team, responsible for the technical support and monitoring of our real-time, cloud-based infrastructure.

This role sits in Jakarta, Indonesia, and reports to the team lead of CSO.

Job Description

Our ideal candidate will have a professional technical support background or come from similar systems administration, NOC or operations roles.

You will become part of our 24/7 shift schedule to ensure around the clock, first-class technical support for our customers.

Main Responsibilities

  • Provide reactive and pro-active customer support to ensure the best quality of service.
  • Address customer service desk queries rapidly and collaborates with our technical teams on more complex queries.
  • Monitor, resolve and escalate cloud infrastructure-related issues.
  • Interact with our customers’ and partners’ developers and support teams to resolve service delivery problems.
  • Complete technical integrations for customers and partners.
  • Perform daily checks, troubleshooting, and testing to ensure full availability or our APIs and services.
  • Work cross-functionally with Engineering, Product, Sales and Procurement teams to improve products and processes.

Desired Skills and experience

  • A Computer Science degree, or equivalent experience.
  • 1-5 years of experience in professional technical support, systems administration, NOC or Operations role.
  • Experience working in a changing and fast-paced startup environment.
  • Familiar with troubleshooting and resolving QoS (Quality of Service) related issues.
  • Excellent judgment to prioritize customer issues based on their urgency and severity.
  • The ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation.
  • Fluency in English – written and verbal
  • Fluency in other Asian languages (e.g. Bahasa Indonesia, Vietnamese, Chinese or Thai etc.) is advantageous.
  • A great team player with excellent communication skills.
  • Strong analytical, problem-solving & multitasking skills.
  • Work on your own initiative in a dynamic and fast-paced business environment.

Bonus points

  • Working knowledge of Linux / UNIX system administration.
  • Competent with SQL.
  • Understanding of cloud infrastructure and SAAS or CPaaS technologies.
  • SMS technology, APIs, SMPP, SS7, SIP and understanding of Telecom

Application

Please send an application letter and your resume to careers-operations@wavecell.com with subject containing: “Technical Support Engineer – Jakarta”.

www.wavecell.com

Apply job
  • Singapore (HQ)
  • Philippines
  • Indonesia
  • Thailand
  • Hong Kong
  • Japan
Wavecell Pte. Ltd. Singapore
18 Cross Street
#09-01, China Square Central
Singapore 048423
Tel: +65 6221 1521
Fax: +65 6227 9038
Wavecell Inc. Philippines
BGC Corporate Center, 24th Floor 30th Street, Corner 11th Ave, Taguig
1634 Metro Manila
Philippines
Tel: +632 790-0147
PT. Wavecell Solutions Indonesia
Freeware Suites
Equity Tower, 18th floor
Sudirman Central Business District Lot 9
Jl. Jendral Sudirman Kav. 52-53
Jakarta 12190
Indonesia
Wavecell Co., Ltd. Thailand
NST One Building, Floor 4
Unit 04-07 Silom Road Soi 1
Bangrak
10500 Bangkok
Thailand
Wavecell Pte. Ltd. Hong Kong
Unit 603, 6/F, Office Tower 1 Admiralty Centre
18 Harcourt Road
Admiralty
Hong Kong
Wavecell Japan
7F AXALL ROPPONGI
7-8-6 Roppongi Minato-ku
Tokyo 106-0032
Japan