Product Support Executive

Job Description

Product Support Executive role at Traveloka provides a unique opportunity to be at the center of building the next generation of Traveloka products. It’s a blend of technical, analytical, and operational roles in driving successful fine tuning products or features technicalities as well as maintaining its existing system.

You will be responsible for multiple scopes with multiple aspects from day to day operations to partner operations and integrations, metrics improvement and fine tuning. You will also be responsible for incident handling, high traffic management, and force majeure handling. You will also be managing communication with PM, engineering, and operations stakeholders, and sometimes external contacts to ensure smooth delivery of the project. Throughout your time as Product Support Executive, you will learn and grow at a tremendous pace through hands-on experience and coaching from senior products and engineering leaders.

What you'll be doing

Troubleshooting & Fine Tuning

• Work closely with product team and engineers to sync up product features and troubleshoot issues
• Working with engineering team to understand the log for troubleshooting
• Capability in finding patterns of the problematic issues, do all the necessary repro process,  pinpoint into possible root causes, provide prioritization based on justifications, draw and influence the stakeholders to give solutions into it
• Understanding the scope and its problems, figure out what needs to be done to improve, prioritizing & mini roadmapping, and executing the improvement individually, or by coordinating other stakeholders. Levers for improvement are expected from both technical and non technical
• Documentation for technical bugs and resolutions

Incident Handling

• Documentation on incident handling
• Communicating update-related on incident handling, especially to non-tech stakeholders or secondary stakeholders 

Operations Metric Monitoring

• Working with engineering team to monitor the health metric, ensure smooth operational activities

 Partner Integration

• Guiding partner integration projects, work with technical & non technical stakeholders, internal & external, to ensure smooth integration with partners
• Documentation for technical integration

Product Support operational activities

• Manage several tools that product support in-charge of, including managing external communication tools and helpdesk.
• Track and monitor tools performance

Requirements

• At least 1 year of experience at top tier telco companies, IT consulting, multinational tech firms, multinational banks, or a credible and strong track record in supporting building or growing a business. Fresh graduates are also welcome to apply.
• At least Bachelor's degree in Computer Science, Information Systems, Industrial Engineering from top local or overseas universities with strong academic results
• Solid technical background with understanding and/or hands-on experience in software development and web technologies; with aptitude towards solving complex problems
• Excellent analytical and problem-solving skills and strong intuitions of user behaviors
• A strong drive to make things happen, charisma, and ability to influence in a multicultural setting
• Team player with proven abilities to navigate stakeholders to deliver outcomes
• Passion in making the world better through technology