Senior Technical Support

Coda
Full_time•Jakarta, Indonesia

📍 Job Overview

  • Job Title: Senior Technical Support
  • Company: Coda
  • Location: Jakarta, Indonesia
  • Job Type: Permanent
  • Category: Customer Support, Technical Support
  • Date Posted: June 24, 2025

🚀 Role Summary

  • Key Responsibilities: Provide high-quality technical support for Coda's platform, monitor platform health, manage support cases, and ensure prompt resolution of technical inquiries.
  • Key Skills: Technical Support, Communication Skills, Problem-Solving, Time Management, Incident Management, Monitoring Tools, ITSM Platforms, Programming Languages, QA Testing, Flexibility, Attention to Detail.

📝 Enhancement Note: This role requires a strong technical background and excellent communication skills to effectively support Coda's platform users and partners.

💻 Primary Responsibilities

  • Platform Support: Provide high-quality technical support for Coda's platform to users, in-house developers, and global partners across various communication channels.
  • Platform Monitoring: Monitor platform health and service availability using internal tools and dashboards; proactively identify and respond to anomalies, outages, and performance issues.
  • Incident Management: Take ownership of incident response processes, including detection, impact analysis, stakeholder communication, coordination of response teams, and post-incident reviews.
  • Support Case Management: Manage and prioritize multiple support cases concurrently, maintaining efficiency, accuracy, and SLA adherence.
  • QA Testing: Assist internal and external stakeholders in QA testing to validate functionality and ensure system reliability and performance.
  • Communication: Assess, triage, and manage technical and functional inquiries from global stakeholders, ensuring clear communication and prompt resolution.
  • Documentation: Identify, investigate, and document incidents; escalate critical issues to the appropriate engineering or operations teams when needed.
  • Process Improvement: Contribute to continuously improving monitoring, alerting, and incident management processes to enhance system resilience and operational efficiency.

📝 Enhancement Note: This role requires a proactive approach to incident management, strong communication skills, and the ability to work effectively under pressure.

🎓 Skills & Qualifications

Education: A diploma or degree in Computer Science, Information Technology, or related fields is required.

Experience: A minimum of 4 years of technical support experience, preferably within the payments, e-commerce, fintech, or gaming sectors.

Required Skills:

  • Excellent written and verbal communication skills in English
  • Proficiency in Chinese (a plus, but not mandatory)
  • Flexibility, adaptability to changes, and an intense urgency in addressing critical issues
  • Exceptional attention to detail, along with effective problem-solving and time-management skills
  • Basic understanding of programming languages and software development processes
  • Familiarity with monitoring tools and ITSM platforms for incident tracking and resolution

Preferred Skills:

  • Experience working in shifts, including evenings, overnight hours, weekends, and public holidays
  • Knowledge of Coda's platform or similar payment/e-commerce systems

📝 Enhancement Note: Candidates with experience in a similar role and familiarity with Coda's platform or similar systems will have an advantage.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

  • Demonstrate problem-solving skills and incident management experience through case studies or examples.
  • Showcase communication skills and ability to work effectively with global stakeholders through project examples or testimonials.

Technical Documentation:

  • Provide examples of incident reports, post-incident reviews, or process improvement initiatives.
  • Include any relevant certifications or training in technical support, incident management, or related fields.

📝 Enhancement Note: While a web portfolio is not explicitly required for this role, providing examples of relevant technical support projects and incident management cases can strengthen your application.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Jakarta, Indonesia, is approximately IDR 15,000,000 - IDR 25,000,000 per year (USD 1,050 - USD 1,750 per month), based on experience and qualifications. This estimate is derived from regional salary standards and web technology industry benchmarks.

Benefits:

  • Wellness Boost: Resources for physical and mental well-being.
  • Customized Benefits: Flexible benefits plan tailored to individual needs.
  • Growth Opportunities: Clear progression paths for professional development.
  • Skill Development: Access to training resources for personal and professional growth.
  • Volunteer Time Off: Paid time off to make a difference in the world through volunteering.
  • Family Support: Paid Family Care Leave and flexible benefits catering to family needs.

Working Hours: Full-time position with a standard workweek of 40 hours, including shifts that may involve evenings, overnight hours, weekends, and public holidays.

📝 Enhancement Note: Salary and benefits are subject to change and may vary based on individual qualifications, experience, and company policies.

🎯 Team & Company Context

🏢 Company Culture

Industry: Coda operates in the payments, e-commerce, and fintech sectors, with a focus on delivering commerce solutions that accelerate global growth for partners in the gaming industry.

Company Size: Coda has a team of 400+ employees, providing a large and diverse work environment with ample opportunities for growth and collaboration.

Founded: Coda was founded in 2012 and has since grown into a recognized industry leader, named an APAC High Growth Company (2023) by Financial Times, one of Granite Asia's NextGenTech 30 (2024), a payments leader on Fortune's Fintech Innovation Asia list (2024), and listed among The Straits Times Fastest Growing Fintechs (2024).

Team Structure: The technical support team at Coda works closely with internal stakeholders, including developers, engineers, and operations teams, to ensure the smooth operation of Coda's platform. The team is responsible for providing high-quality support to users, partners, and in-house developers across various communication channels.

Development Methodology: Coda follows Agile methodologies for software development, with a focus on continuous improvement, collaboration, and customer satisfaction.

Company Website: Coda

📝 Enhancement Note: Coda's focus on growth and innovation creates an environment where technical support professionals can make a significant impact on the company's success.

📈 Career & Growth Analysis

Technical Support Career Level: This role is suitable for experienced technical support professionals with a strong technical background and excellent communication skills. The role offers opportunities for career growth and development within the technical support and incident management fields.

Reporting Structure: The Senior Technical Support role reports directly to the Technical Support Manager and works closely with internal stakeholders, including developers, engineers, and operations teams.

Technical Impact: The Senior Technical Support role has a direct impact on the performance and reliability of Coda's platform, ensuring that users and partners receive high-quality technical support and that critical issues are resolved promptly.

Growth Opportunities:

  • Technical Growth: Develop expertise in Coda's platform and related technologies, with opportunities to contribute to process improvement and system optimization.
  • Leadership Growth: Demonstrate strong performance and leadership skills to take on more responsibilities and potentially manage a team of technical support professionals.
  • Cross-Functional Growth: Collaborate with internal stakeholders to gain a deeper understanding of Coda's business and explore opportunities in related fields, such as project management or technical training.

📝 Enhancement Note: Coda's focus on growth and innovation creates opportunities for technical support professionals to develop their skills and advance their careers within the company.

🌐 Work Environment

Office Type: Coda's office is a fast-paced, challenging, and highly collaborative environment that breaks down time zones and cultural barriers, empowering employees to chase innovative ideas and make a lasting impact.

Office Location(s): Coda's headquarters are located in Singapore, with a team of 400+ employees spread across over 20 countries worldwide. The Senior Technical Support role is based in Jakarta, Indonesia.

Workspace Context:

  • Collaboration: The work environment encourages collaboration and knowledge-sharing among team members, fostering a culture of continuous learning and improvement.
  • Tools & Equipment: Coda provides the necessary tools and equipment for employees to perform their jobs effectively, including access to internal monitoring tools and ITSM platforms.
  • Work-Life Balance: Coda offers flexible benefits and resources for physical and mental well-being, promoting a healthy work-life balance for employees.

Work Schedule: The Senior Technical Support role requires working shifts that may involve evenings, overnight hours, weekends, and public holidays to provide 24/7 support for Coda's platform users and partners.

📝 Enhancement Note: Coda's global work environment offers technical support professionals the opportunity to work with a diverse team and gain exposure to various cultures and technologies.

📄 Application & Technical Interview Process

Interview Process:

  1. Phone/Video Screen: A brief phone or video call to assess communication skills and technical knowledge.
  2. Technical Assessment: A hands-on assessment to evaluate problem-solving skills, incident management experience, and familiarity with monitoring tools and ITSM platforms.
  3. Behavioral Interview: A structured interview to assess cultural fit, adaptability, and commitment to customer service.
  4. Final Interview: A meeting with the Technical Support Manager or other senior team members to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips:

  • Highlight relevant technical support projects and incident management cases, demonstrating problem-solving skills and communication effectiveness.
  • Include examples of process improvement initiatives or system optimization efforts to showcase your ability to contribute to Coda's growth and innovation.

Technical Challenge Preparation:

  • Brush up on your knowledge of incident management best practices and familiarize yourself with common incident scenarios in the payments, e-commerce, and fintech sectors.
  • Review Coda's platform and related technologies to ensure a solid understanding of the company's products and services.
  • Prepare examples of your problem-solving skills and communication effectiveness to demonstrate your ability to provide high-quality technical support to users and partners.

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Application Requirements

Candidates should have a minimum of 4 years of technical support experience, preferably in payments, e-commerce, fintech, or gaming sectors. A diploma or degree in Computer Science or related fields is required, along with excellent communication skills and a basic understanding of programming languages.