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Senior Technical Support Engineer at IBMC. . Serve as the first point of contact for clients, expertly handling and resolving daily technical issues reported through various channels.. . Perform in-depth troubleshooting of reported problems, ranging from minor requests (e.g., account merging, dashboard discrepancies, login issues) to critical incidents (e.g., system outages, dashboard inaccessibility, false breaches).. . Collaborate closely with cross-functional teams including QA, Backend, Frontend, and DevOps to efficiently escalate and resolve complex technical challenges.. . Maintain meticulous documentation of all technical issues, troubleshooting steps, and resolutions for knowledge management and future reference.. . Communicate proactively and effectively with clients, providing timely updates, clear solutions, and sharing product knowledge.. . Assist clients with the effective use of the dashboard, API, and occasionally broker platforms.. . Provide accurate product knowledge and guidance to clients, enhancing their overall experience.. . Assess the severity and impact of each issue to ensure proper prioritization, mitigating potential harm to the company’s image.. . Contribute to the continuous improvement of support processes and tools.. . Mentor and guide junior Technical Support Engineers.. . . Strong experience in database management, API integration, and troubleshooting. . . Proficient in cloud platforms and tools like CloudWatch, Sentry, and Postman. . . Familiar with broker platforms, Amazon NoDB, Workbench, and OpenVPN. . Excellent written and verbal communication skills. . . Strong problem-solving, critical thinking, and time management abilities. . . Customer-centric with empathy and cultural adaptability. . . Team-oriented with global collaboration experience.. . Skilled in Jira, internal dashboards, and Google Workspace.. . Bachelor’s degree in Computer Science, IT, or a related field.. . . This is a full remote position, requiring strong self-discipline and the ability to work effectively as part of a global team.. . The role operates in a fast-paced and high-pressure environment, requiring resilience and adaptability.. . A collaborative spirit is essential, alongside the ability to work independently when necessary.. . Company Location: Indonesia.