Yang akan Anda kerjakan
- Own the support queue — Helpdesk, email, and WhatsApp — under defined first-response and resolution SLAs.
- Onboard new enterprise customers: VPS provisioning walkthroughs, baremetal handover, runbook delivery.
- Run quarterly business reviews with named accounts; surface upsell signals to Sales.
- Maintain customer-facing docs (knowledge base, FAQ, status-page comms during incidents).
- Escalate infra issues to engineering with reproducible reports; serve as customer voice in postmortems.
Yang kami butuhkan dari Anda
- 4+ years technical support or customer success at an infrastructure or SaaS company.
- Comfortable troubleshooting Linux, VPS, or container issues live on a customer call (reading shell, top, journalctl, dmesg without freezing).
- Excellent written Bahasa Indonesia and English — clear, timely, jargon-free.
- Empathy for regulated-sector buyers operating under audit and procurement pressure.
Nilai tambah
- Familiarity with Incus / LXC / KVM, Cloudflare, Xendit.
- ITIL or similar service-management framework exposure.
- Prior on-call experience.
Tolok ukur sukses dalam 90 hari
- Inbox running at sub-2-hour weekday first-response SLA.
- Enterprise onboarding runbook published and used by Sales for handovers.
- First quarterly business review cycle scheduled with all named accounts.
Cara melamar
Kirimkan CV beserta catatan singkat (Bahasa Inggris atau Bahasa Indonesia) yang menjelaskan dua tanggung jawab pertama yang akan Anda kerjakan dan alasannya. Kami membaca setiap lamaran dan membalas dalam 7 hari.
Lamar → [email protected]