2,359 Technical Solutions jobs in Indonesia

Sr. Technical Solutions Engineer

Work Location:Indonesia (remote)

Job Description

As a Senior Energy Storage Technical Solutions Engineer for the Indonesian market, you will serve as the company's technical expert in the Indonesian region. You will be responsible for supporting the company's energy storage business in Indonesia and related areas, including preliminary technical solutions, system design, and implementation support.

This role requires close collaboration with sales, headquarters engineering, and product teams to jointly develop competitive energy storage system solutions that meet diverse customer and market demands. You will provide professional technical guidance and support throughout design, construction, and commissioning phases.

Core Responsibilities

 Review energy storage project bid documents, specifications, and customer requirements to clarify technical delivery expectations;

Collaborate with sales and engineering teams to deliver competitive technical proposals and system configurations;

rovide technical support during project execution, including Balance-of-System (BOS) design, third-party engineering studies, and EPC system-level design;

erve as the technical interface, coordinating between sales, customers, and internal teams to ensure alignment and implementation of requirements;

rovide expert guidance on energy storage product applications, specifications, and customer technical inquiries;

aintain and update internal/external technical documentation and management platforms to ensure traceability and accessibility;

ssist in contract reviews to identify and mitigate technical risks;

aintain close communication with headquarters' solution and product teams to promptly relay product updates and technical changes;

upport sales team on client visits for on-site technical assistance and product advantage presentations;

nterpret and implement applicable North American industry standards and regulatory requirements (UL, IEEE, IEC, NEC, NFPA, etc.);

epresent the company at industry exhibitions and marketing events to enhance brand and product visibility.

Qualifications

+ years of experience in the renewable energy industry (preferably with energy storage integrator or EPC experience);

+ years of technical role experience (e.g., product/systems engineering, application engineering, project engineering);

roficiency in battery system design, configuration, and installation; knowledge of power electronics, battery chemistry, thermal management, and fire protection design;

apability in control system development, single-line diagram (SLD) creation, and system layout design;

amiliarity with Indonesian standards (UL9540/A, NFPA, NEC, IEEE) and local regulatory requirements;

roficiency in technical drafting using AutoCAD or equivalent tools;

trong troubleshooting, problem-solving, and technical documentation skills;

reference for candidates fluent in English;

achelor's degree or higher in Electrical Engineering or related field;

emote work is possible, requiring cross-time zone communication skills and strong self-motivation.

• Lead, train, and mentor a team of customer support specialists, fostering a collaborative and high-performance environment.
• Develop and implement efficient customer support processes, workflows, and knowledge base articles to ensure timely and effective issue resolution.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and identify areas for improvement.
• Serve as an escalation point for complex technical issues, providing expert guidance and solutions.
• Collaborate with product and engineering teams to identify recurring issues and advocate for product enhancements.
• Manage customer support channels, including email, chat, and phone, ensuring consistent service quality.
• Develop and deliver training programs for the support team on new products, features, and support best practices.
• Gather customer feedback and insights to inform product development and service improvements.
• Contribute to the development of self-service resources to empower customers.

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
• Proven experience in managing technical support teams and resolving complex customer issues.
• Excellent understanding of customer support software and tools (e.g., Zendesk, Intercom, Salesforce Service Cloud).
• Strong analytical and problem-solving skills, with the ability to troubleshoot technical problems effectively.
• Exceptional communication, interpersonal, and active listening skills.
• Ability to lead and motivate a remote team.
• Experience in developing and improving support processes and knowledge bases.
• Familiarity with ITIL best practices is a plus.

• Leading a team of customer support specialists, providing training, coaching, and performance management.
• Developing and implementing customer support strategies to improve customer satisfaction and loyalty.
• Managing incoming support requests across various channels (email, chat, phone, ticketing systems).
• Troubleshooting and resolving complex technical issues, escalating to appropriate teams when necessary.
• Creating and maintaining a knowledge base of product information and support FAQs.
• Analyzing customer feedback and support data to identify trends and areas for improvement.
• Collaborating with product and engineering teams to address customer pain points and enhance product functionality.
• Ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Developing and delivering reports on customer support performance to management.
• Continuously seeking ways to optimize support processes and tools for efficiency and effectiveness.
• Fostering a customer-centric culture within the support team and the wider organization.

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
• Strong technical background with the ability to understand and explain complex technical concepts.
• Experience with CRM and customer support ticketing software (e.g., Zendesk, Salesforce Service Cloud).
• Excellent problem-solving, analytical, and communication skills.
• Demonstrated ability to manage and motivate a remote team.
• Proficiency in developing support documentation and training materials.
• A passion for delivering outstanding customer experiences.
• Ability to work independently and manage time effectively in a remote setting.
• Familiarity with SaaS products and support environments is a plus.

• Leading and mentoring a team of customer support engineers, fostering a collaborative and high-performance culture.
• Managing incoming support requests, ensuring timely responses and resolutions according to service level agreements (SLAs).
• Providing expert-level technical support and troubleshooting for complex software issues.
• Acting as a technical escalation point for the support team and other departments.
• Collaborating with product development and engineering teams to identify, diagnose, and resolve bugs and product issues.
• Developing and improving support processes, documentation, and knowledge base articles.
• Training and onboarding new support team members.
• Monitoring support performance metrics and identifying areas for improvement.
• Gathering customer feedback and insights to inform product development and service enhancements.
• Contributing to the overall customer success strategy by ensuring a positive and supportive customer experience.

• Lead, coach, and mentor a team of customer support representatives.
• Manage daily team operations, ensuring efficient and effective customer issue resolution.
• Monitor team performance against KPIs and implement strategies for improvement.
• Handle escalated customer inquiries and complaints, providing timely and satisfactory solutions.
• Analyze customer support data to identify trends, root causes, and areas for service enhancement.
• Develop and deliver training programs for new and existing team members.
• Collaborate with other departments to address customer feedback and product issues.
• Ensure adherence to company policies and procedures in all customer interactions.
• Foster a positive and motivating team environment.
• Contribute to the continuous improvement of customer support processes and tools.

• High school diploma or equivalent; Bachelor's degree in a related field is a plus.
• Minimum of 3 years of experience in customer support, with at least 1 year in a team lead or supervisory role.
• Proven leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Experience with CRM software (e.g., Salesforce, Zendesk) and support ticketing systems.
• Strong understanding of customer service principles and best practices.
• Ability to motivate and develop team members.
• Skilled in conflict resolution and handling difficult customer situations.
• Adaptability and ability to thrive in a fast-paced environment.

• Providing Tier 2 and Tier 3 technical support to customers via phone, email, and chat, addressing inquiries and resolving complex technical issues related to our products and services.
• Diagnosing and troubleshooting software and hardware problems, identifying root causes, and implementing effective solutions.
• Escalating unresolved issues to appropriate engineering or development teams, collaborating closely to ensure timely resolution.
• Developing and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides to empower customers and support agents.
• Training and mentoring junior support engineers, sharing best practices and technical expertise.
• Monitoring support queues and ensuring service level agreements (SLAs) are met and exceeded.
• Identifying trends in customer issues and providing feedback to product and engineering teams for product enhancements and bug fixes.
• Contributing to the development and refinement of support processes and tools.
• Acting as a point of escalation for critical customer issues, ensuring customer satisfaction.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical customer support or a similar role, with at least 2 years in a lead or senior capacity.
• Proven expertise in troubleshooting complex software and hardware issues.
• Excellent understanding of operating systems (Windows, macOS, Linux) and common applications.
• Strong grasp of networking concepts and protocols.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
• Ability to work independently, manage time effectively, and thrive in a fast-paced, remote environment.
• A proactive approach to problem-solving and a commitment to delivering outstanding customer service.

• Provide first-line technical support to customers via email, chat, and phone.
• Troubleshoot and resolve software-related issues efficiently and effectively.
• Document all customer interactions and technical issues accurately in the CRM system.
• Guide customers through product features and functionalities.
• Escalate complex technical problems to higher-level support or engineering teams.
• Identify trends in customer issues and provide feedback for product improvement.
• Maintain a high level of customer satisfaction through professional and timely assistance.
• Adhere to established service level agreements (SLAs) and support protocols.
• Continuously update knowledge base articles and support documentation.
• Participate in team meetings and training sessions to enhance product and support skills.

• High school diploma or equivalent; Associate's or Bachelor's degree in a technical field is a plus.
• Minimum of 2 years of experience in customer support, technical support, or a similar role.
• Strong understanding of common software applications and operating systems.
• Excellent problem-solving and troubleshooting abilities.
• Exceptional verbal and written communication skills.
• Ability to empathize with customers and maintain a calm, professional demeanor.
• Experience with helpdesk software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Proven ability to work independently and manage time effectively in a remote setting.
• Reliable internet connection and a suitable home office environment.
• Fluency in English.

• Respond to customer inquiries and resolve technical issues via phone, email, and chat.
• Provide advanced troubleshooting and support for complex customer problems.
• Guide customers through product features and functionalities.
• Document customer interactions and resolutions in the CRM system.
• Identify and escalate unresolved issues to appropriate departments.
• Contribute to the knowledge base by creating and updating support articles.
• Gather customer feedback and report trends to product and engineering teams.
• Maintain a high level of customer satisfaction.
• Assist in training and mentoring junior support staff.
• Stay up-to-date with product knowledge and technical advancements.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 3 years of experience in customer support, with a focus on technical issues.
• Strong understanding of technical products or software.
• Excellent problem-solving and troubleshooting skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Exceptional communication, listening, and interpersonal skills.
• Ability to work effectively in a fast-paced, team environment.
• Patience and a customer-centric approach.