工作职责
- 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.
任职要求
- 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.
加分项
- Familiarity with Incus / LXC / KVM, Cloudflare, Xendit.
- ITIL or similar service-management framework exposure.
- Prior on-call experience.
90 天内的成功标准
- 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.