Technical Support Engineer at Ververica GmbH

📍 Job Overview

Job Title: Technical Support Engineer
Company: Ververica GmbH
Location: Indonesia
Job Type: Full-time, Remote
Category: Customer Support, Technical Support
Date Posted: June 24, 2025
Experience Level: Entry-level to Mid-level (0-2 years)
Remote Status: Remote (Indonesia only)

🚀 Role Summary

Serve as the primary point of contact for customers seeking technical assistance with Ververica's streaming data platform.
Diagnose, troubleshoot, and resolve technical issues efficiently and effectively.
Collaborate with cross-functional teams to escalate and resolve complex issues, report bugs, and suggest product improvements.
Develop and maintain a deep understanding of the product's features, functionality, and underlying technologies.
Contribute to knowledge sharing and customer education to enhance overall support capabilities.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and a passion for technology. The ideal candidate will be comfortable working independently and as part of a team in a fast-paced environment.

💻 Primary Responsibilities

Customer Support: Act as the primary point of contact for customers seeking technical assistance and support related to the streaming data platform.
Issue Resolution: Diagnose and troubleshoot technical issues reported by customers and work diligently to resolve them in a timely manner.
Documentation: Maintain thorough and accurate records of customer interactions, issues, and resolutions in the ticketing system.
Technical Expertise: Develop a deep understanding of the product's features, functionality, and underlying technologies to provide effective support.
Communication: Clearly and effectively communicate technical information to both technical and non-technical customers, ensuring they understand solutions and best practices.
Collaboration: Collaborate with cross-functional teams, including developers and product managers, to escalate and resolve complex issues, report bugs, and suggest product improvements.
Knowledge Sharing: Continuously update your knowledge of cloud technologies and stream processing, and share insights with the team to enhance overall support capabilities.
Customer Education: Provide guidance, tutorials, and educational materials to customers to help them maximize the value of the product.

📝 Enhancement Note: This role requires a strong problem-solving mindset and the ability to work effectively under pressure. The ideal candidate will be able to prioritize tasks and manage their time effectively to meet customer needs.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

Experience: At least 1 year of experience in technical support, preferably with cloud-based products or services.

Required Skills:

Strong knowledge of cloud computing platforms (e.g., AWS, Azure, Google Cloud) and cloud-related technologies such as containers, Kubernetes, serverless computing, and databases.
Excellent problem-solving and analytical skills.
Exceptional communication and interpersonal skills.
Ability to work independently and as part of a team in a fast-paced environment.
Customer-focused mindset with a passion for delivering outstanding service.
Passionate about technologies and willing to learn more.

Preferred Skills:

Industry certifications related to cloud technologies (e.g., AWS Certified Solutions Architect, Azure Administrator).
Experience with cloud management and monitoring tools.
Knowledge of scripting or programming languages (e.g., Shell, Python, Java).
Knowledge of stream processing.

📝 Enhancement Note: While not required, having experience with Apache Spark and Kafka would be a significant advantage for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured resume highlighting relevant technical support experience, cloud technologies, and problem-solving skills.
Examples of successful issue resolution, customer communication, and process improvement initiatives.
Certifications or coursework related to cloud technologies and stream processing.

Technical Documentation:

A list of technical issues resolved, including the problem, steps taken to diagnose and troubleshoot, and the final resolution.
Documentation of customer interactions, including feedback and areas for improvement.
Examples of knowledge-sharing initiatives, such as blog posts, tutorials, or training materials.

📝 Enhancement Note: While a portfolio of web development or design projects is not required for this role, demonstrating a strong understanding of cloud technologies and stream processing through relevant projects or certifications can be beneficial.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Indonesia is IDR 12,000,000 - IDR 18,000,000 per year (USD 850 - USD 1,250 per month), depending on experience and qualifications. This estimate is based on regional market research and industry standards for technical support roles with similar requirements.

Benefits:

Competitive salary and benefits package.
Opportunity to work with cutting-edge technology in the stream processing industry.
Collaborative and innovative work environment.
Opportunities for professional growth and development.

Working Hours: Full-time, remote work with flexible hours. Occasional availability outside of regular business hours may be required to support customers in different time zones.

📝 Enhancement Note: While the salary range provided is an estimate, the actual salary offered may vary based on the candidate's qualifications, experience, and market conditions.

🎯 Team & Company Context

🏢 Company Culture

Industry: Ververica GmbH operates in the real-time data processing technology industry, focusing on stream processing and software sales.

Company Size: Ververica is a dynamic and innovative team at the forefront of real-time data processing technology, offering a creative and collaborative work environment.

Founded: Ververica was founded with a mission to make stream processing accessible and easy to use for developers and businesses alike.

Team Structure:

The technical support team is responsible for ensuring customers have a seamless and positive experience while using the streaming data platform.
The team works closely with cross-functional teams, including developers and product managers, to escalate and resolve complex issues, report bugs, and suggest product improvements.
The team is customer-focused and committed to delivering outstanding service.

Development Methodology:

Ververica follows Agile methodologies for product development and support.
The team uses collaborative tools and processes to ensure efficient issue resolution and continuous improvement.
Ververica values customer feedback and uses it to inform product development and support strategies.

Company Website: Ververica GmbH

📝 Enhancement Note: Ververica's company culture values innovation, collaboration, and customer focus. The ideal candidate will be able to thrive in a dynamic and fast-paced environment and contribute to the company's mission to make stream processing accessible and easy to use.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level to mid-level position in the technical support field, focusing on cloud technologies and stream processing. The ideal candidate will have a strong foundation in cloud computing platforms and a passion for learning and problem-solving.

Reporting Structure: The Technical Support Engineer will report directly to the Head of Customer Success or a similar role within the organization.

Technical Impact: The Technical Support Engineer will play a crucial role in ensuring customers have a seamless and positive experience while using the streaming data platform. They will be responsible for resolving technical issues, answering inquiries, and providing expert guidance to customers and internal teams.

Growth Opportunities:

Technical Growth: As the Technical Support Engineer gains experience and expertise, they may have the opportunity to specialize in specific areas of the product or take on more complex customer issues.
Leadership Growth: With experience and demonstrated leadership skills, the Technical Support Engineer may have the opportunity to take on a leadership role within the technical support team or move into a related role within the organization.
Product Growth: As the Technical Support Engineer gains a deeper understanding of the product and customer needs, they may have the opportunity to contribute to product development and improvement efforts.

📝 Enhancement Note: Ververica offers opportunities for professional growth and development within the technical support team and across the organization. The ideal candidate will be eager to learn and take on new challenges as they grow in their role.

🌐 Work Environment

Office Type: Ververica offers a remote work environment, with the option to work from home or a co-working space in Indonesia.

Office Location(s): Ververica does not have a physical office in Indonesia. Employees are encouraged to work from a location that best suits their needs and preferences.

Workspace Context:

Remote Work: Ververica's remote work environment allows employees to work from home or a co-working space, providing flexibility and convenience.
Collaboration: Ververica uses collaborative tools and processes to ensure efficient issue resolution and continuous improvement. The technical support team works closely with cross-functional teams, including developers and product managers, to escalate and resolve complex issues, report bugs, and suggest product improvements.
Customer Focus: Ververica is committed to delivering outstanding customer service and ensuring customers have a seamless and positive experience while using the streaming data platform.

Work Schedule: Full-time, remote work with flexible hours. Occasional availability outside of regular business hours may be required to support customers in different time zones.

📝 Enhancement Note: Ververica's remote work environment offers flexibility and convenience, allowing employees to work from a location that best suits their needs and preferences. The ideal candidate will be self-motivated, organized, and able to manage their time effectively to meet customer needs.

📄 Application & Technical Interview Process

Interview Process:

Resume Screening: Ververica will review your resume to ensure your qualifications and experience match the requirements of the role.
Phone/Video Screen: A brief phone or video call to discuss your experience, qualifications, and fit for the role.
Technical Assessment: A hands-on technical assessment to evaluate your problem-solving skills, cloud technologies knowledge, and customer support experience. You may be asked to diagnose and troubleshoot technical issues, document your steps, and explain your solutions.
Final Interview: A final interview with the hiring manager or a member of the leadership team to discuss your fit for the role, career goals, and expectations.

Portfolio Review Tips:

Highlight your relevant technical support experience, cloud technologies knowledge, and problem-solving skills.
Include examples of successful issue resolution, customer communication, and process improvement initiatives.
Demonstrate your customer-focused mindset and passion for delivering outstanding service.

Technical Challenge Preparation:

Brush up on your cloud computing platforms knowledge, including AWS, Azure, and Google Cloud.
Familiarize yourself with Apache Spark and Kafka, as well as other relevant technologies such as containers, Kubernetes, serverless computing, and databases.
Prepare for hands-on technical assessments by practicing problem-solving exercises and documenting your steps and solutions.

ATS Keywords: Programming Languages: Java, Python, Shell; Cloud Platforms: AWS, Azure, Google Cloud; Cloud Technologies: Containers, Kubernetes, Serverless Computing, Databases; Tools: Ticketing Systems, Collaboration Tools; Methodologies: Agile, Problem-Solving; Soft Skills: Communication, Interpersonal Skills, Customer Service, Time Management.

📝 Enhancement Note: Ververica's interview process is designed to evaluate your technical skills, problem-solving abilities, and fit for the role. The ideal candidate will be able to demonstrate their relevant experience, qualifications, and passion for customer support and cloud technologies.

🛠 Technology Stack & Web Infrastructure

Cloud Computing Platforms:

AWS (Amazon Web Services)
Azure (Microsoft Azure)
Google Cloud Platform

Cloud Technologies:

Containers (e.g., Docker)
Kubernetes
Serverless Computing (e.g., AWS Lambda, Azure Functions, Google Cloud Functions)
Databases (e.g., PostgreSQL, MySQL, MongoDB)

Ticketing Systems:

Zendesk
Jira Service Management
Freshdesk

Collaboration Tools:

Slack
Microsoft Teams
Google Workspace

📝 Enhancement Note: Ververica's technology stack is built on cloud computing platforms and technologies, allowing for scalability, flexibility, and innovation. The ideal candidate will have a strong foundation in cloud computing platforms and a passion for learning and problem-solving.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Ververica is committed to delivering outstanding customer service and ensuring customers have a seamless and positive experience while using the streaming data platform.
Problem-Solving: Ververica values a proactive and solution-oriented approach to customer support, with a focus on diagnosing and resolving technical issues efficiently and effectively.
Collaboration: Ververica's technical support team works closely with cross-functional teams, including developers and product managers, to escalate and resolve complex issues, report bugs, and suggest product improvements.
Continuous Learning: Ververica encourages a culture of continuous learning and improvement, with a focus on staying up-to-date with the latest cloud technologies and stream processing trends.

Collaboration Style:

Cross-Functional Integration: Ververica's technical support team works closely with cross-functional teams, including developers and product managers, to escalate and resolve complex issues, report bugs, and suggest product improvements.
Code Review Culture: Ververica values a collaborative and transparent approach to issue resolution, with a focus on documenting steps, sharing knowledge, and learning from one another.
Knowledge Sharing: Ververica encourages a culture of knowledge sharing and continuous learning, with a focus on staying up-to-date with the latest cloud technologies and stream processing trends.

📝 Enhancement Note: Ververica's customer support values and collaboration style are designed to ensure customers have a seamless and positive experience while using the streaming data platform. The ideal candidate will be customer-focused, proactive, and collaborative, with a passion for problem-solving and continuous learning.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Cloud Technologies: Staying up-to-date with the latest cloud technologies and trends, including new services, features, and best practices.
Stream Processing: Developing a deep understanding of stream processing and the underlying technologies, including Apache Spark and Kafka.
Customer Support: Providing exceptional customer service and support in a fast-paced and dynamic environment, with a focus on efficiency, effectiveness, and customer satisfaction.
Problem-Solving: Diagnosing and troubleshooting complex technical issues, often under pressure and with limited information.

Learning & Development Opportunities:

Cloud Technologies: Certifications and training opportunities related to cloud technologies, including AWS, Azure, and Google Cloud.
Stream Processing: Certifications and training opportunities related to stream processing, including Apache Spark and Kafka.
Customer Support: Certifications and training opportunities related to customer support, including communication, interpersonal skills, and time management.
Leadership Development: Opportunities to take on leadership roles within the technical support team or move into a related role within the organization.

📝 Enhancement Note: Ververica offers opportunities for professional growth and development within the technical support team and across the organization. The ideal candidate will be eager to learn and take on new challenges as they grow in their role.

💡 Interview Preparation

Technical Questions:

Cloud Technologies: Questions related to cloud computing platforms, including AWS, Azure, and Google Cloud, as well as relevant technologies such as containers, Kubernetes, serverless computing, and databases.
Stream Processing: Questions related to stream processing, including Apache Spark and Kafka, as well as relevant technologies and best practices.
Problem-Solving: Questions related to diagnosing and troubleshooting technical issues, documenting steps, and explaining solutions.

Company & Culture Questions:

Customer Support: Questions related to customer service and support, including communication, interpersonal skills, and time management.
Collaboration: Questions related to working with cross-functional teams, including developers and product managers, to escalate and resolve complex issues, report bugs, and suggest product improvements.
Continuous Learning: Questions related to staying up-to-date with the latest cloud technologies and stream processing trends, as well as continuous learning and improvement.

Portfolio Presentation Strategy:

Customer Support: Highlight your relevant technical support experience, cloud technologies knowledge, and problem-solving skills.
Cloud Technologies: Demonstrate your understanding of cloud computing platforms, including AWS, Azure, and Google Cloud, as well as relevant technologies such as containers, Kubernetes, serverless computing, and databases.
Stream Processing: Showcase your understanding of stream processing, including Apache Spark and Kafka, as well as relevant technologies and best practices.

📝 Enhancement Note: Ververica's interview process is designed to evaluate your technical skills, problem-solving abilities, and fit for the role. The ideal candidate will be able to demonstrate their relevant experience, qualifications, and passion for customer support and cloud technologies.

📌 Application Steps

To apply for this Technical Support Engineer position:

Customize Your Resume: Tailor your resume to highlight your relevant technical support experience, cloud technologies knowledge, and problem-solving skills.
Prepare for Technical Assessment: Brush up on your cloud computing platforms knowledge, including AWS, Azure, and Google Cloud. Familiarize yourself with Apache Spark and Kafka, as well as other relevant technologies such as containers, Kubernetes, serverless computing, and databases. Prepare for hands-on technical assessments by practicing problem-solving exercises and documenting your steps and solutions.
Research Ververica: Learn about Ververica's mission, values, and culture. Understand the company's focus on real-time data processing technology and stream processing. Familiarize yourself with the product and its features, functionality, and underlying technologies.
Prepare for Interviews: Review the interview process and prepare for phone/video screens, technical assessments, and final interviews. Practice common customer support and problem-solving questions, as well as questions related to cloud technologies and stream processing.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Engineer