Technical Support Engineer
Welcome to Alumio!
We are a fast-growing provider of cloud-based integration software based in The Netherlands (main office), Germany, Sweden, UK, Ukraine, Indonesia and the USA. We focus on sustainable growth, play an integral role in digital transformation, and help our customers reach their full potential in the digital economy. As a technology-driven and human-centered business, we aim to become a global leader in connecting systems.
If all of this speaks to your interest, then we’ve got to ask…
Are you our next Technical Support Engineer?
We are looking for a Technical Support Engineer with the skills, drive, and experience to bring our Support department to the next level. Your primary responsibility will be to support, coach and advise our clients in regard to their technical questions. Besides that, you'll be making sure that all our hosting environments are running smoothly without any issues.
Our Support Team currently consists of 4 team members, but due to the overwhelming success of the platform we need an extra helping hand! The questions you'll receive within our Support Portal generally have a technical background. Therefore, it's important you have a good understanding of IT/development in order to help our clients as efficiently as possible.
The location of this position is in Indonesia, Bandung. Within Alumio our main language of communication internally and externally is English. Therefore, this is a mandatory requirement as skill. You'll be working according to the European CET time zone, from 09:00 to 18:00 CET.
Responsibilities
- Responding to technical support tickets in English via our Support Portal
- Escalating support tickets to level 2 and 3 support when needed
- Advising and coaching our clients with their integration questions
- Performing product updates of clients' environments
- Monitoring of hosting environments
- Up- and downgrading of hosting environments in collaboration with our hosting partner
- Forwarding feature requests to our Product Team and managing delivery dates
- Creating performance and health reports for resource usage of hosting environments
- Extending and updating our Knowledge Base with technical documentation
- Supporting of our internal departments with technical questions related to the platform
- Maintaining the public Alumio Forums
- Available during office work times in the European time zone (09:00 to 18:00 CET)
- Report to the Head of Support
- Minimum work experience of 2 years within a similar technical support role
- A bachelor's level of working and thinking
- Proven background in IT/Development/Hosting (AWS, Linux)
- Knowledge about API's (REST, SOAP, etc) and system integrations
- A good understanding of file formats such as XML and JSON
- Ability to learn quickly how to use Alumio to build integrations
- An excellent analytical background
- Exceptional written and verbal communication skills in English
- Good time management skills, including prioritizing and scheduling of support requests
- An excellent competitive salary based on your experience
- Holidays: Indonesia National holidays + 12 days annual leave
- Insurance: Private health insurance
- Possible to work remote or in the Bandung office
- Office Location: Address: 40292 Bandung, Grand Sharon Residence Jalan Sansiviera Utara No.17
- Snacks in the office
- Frequent team events with your colleagues
Are you ready to meet us?
Do you see yourself as part of our team, collaborating to help grow a great futuristic business? Then don’t hesitate and reach out to us. We look forward to meeting you!
