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Merchant Technical Support - Jr Manager

Xendit
Location
Jakarta, Indonesia
Posted
19 days ago
Department
Customer Experience
What they actually want (must-haves)
  • 5+ years of experience in technical support, product support, software engineering, solutions engineering, or a related technical domain
  • Proven experience leading people, teams, or complex technical/operational programs
  • Strong technical understanding of software products and systems, including experience with APIs, system integrations, databases, scripting/automation, troubleshooting, or software development
  • Strong experience in structured troubleshooting, root cause analysis, incident investigation, and identifying scalable solutions
  • Excellent communication and stakeholder management skills
  • Strong ownership mindset and ability to operate effectively in a fast-paced environment
Nice to have
  • Previous experience in Fintech, Payments, Banking, SaaS, or other technology-driven industries
  • Previous experience as a Product Manager, Technical Lead, Software Engineer Lead, Solutions Engineer Lead, or similar role
  • Hands-on experience with automation, scripting, API integration, data analysis, or software development
  • Experience building or improving technical support functions, L2 support models, incident management processes, escalation frameworks, or technical troubleshooting methodologies
  • Experience designing and maintaining knowledge bases, SOPs, technical documentation, troubleshooting guides, and other scalable knowledge-sharing mechanisms
What the job really is

As a Merchant Technical Support - Jr Manager at Xendit, you will lead efforts to resolve complex technical issues for merchants by coordinating with Operations, Product, and Engineering teams. Your role involves managing high-impact incidents, establishing troubleshooting standards, and implementing scalable solutions to enhance operational efficiency and customer satisfaction. You will also focus on continuous improvement and automation to optimize support processes and drive product enhancements.

Things to weigh
  • No salary listed
  • The role requires strong technical leadership and the ability to manage complex escalations, which may be challenging in a fast-paced environment.
  • Focus on automation and continuous improvement suggests a dynamic but potentially high-pressure work culture.
Job score2.8/5
Benefits1/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency0/5

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