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 for Hotel, F&B and Retail business, 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. Our product: rideum.io

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 Diploma, Bachelor's Degree in Computer Science, Engineering or any related field.
• Preferably 1-3 years of experience in application support, software support, or related technical role. Fresh graduates are welcome to apply.
• Experience supporting PMS, hospitality, retail, restaurant, or similar business applications is highly 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)

Skills: IT Support, Network Troubleshooting, Ticketing System, Teamwork, Technical Support, Help Desk, Troubleshooting, Customer Service, Application System Management, Hardware Maintenance