Head of Technical Support

DANA Indonesia

  • South Jakarta, Indonesia
    18, Capital Place. Jl. Gatot Subroto Kav 18, Kuningan Barat, Mampang Prapatan, Kuningan Barat, Mampang Prapatan, South Jakarta, DKI Jakarta, Indonesia
    South Jakarta
    DKI Jakarta
  • Full time
Posted a month ago and deadline of application is on 30 Dec
Recruiter was hiring an hour ago

Head of Technical Support

DANA Indonesia

Job Description

What are the responsibilities as our Head of Technical Support?

  • Leading a Tech. Support Unit under Tech. Operation Department to achieve their organization’s goals
  • Mentoring and improve team capabilities and skills in order to deliver optimum and efficient solutions
  • Report regularly to VP of Technical Operation regarding all issues, funds loss, incident, and other operational anomalies/cases
  • Continuously do improvements in terms of process or tools utilization to enlarge organization capacity (automation mindset)
  • Responsible for supporting Business Development activities, introducing company solutions to potential partners or merchants; help customers to identify right solution with company products.
  • Responsible for Merchants/Integration Partners pre-integration technical inquires; integration project management and post-integration technical support requests. Ensure high quality integration with company payment network.
  • Identify and summarize Merchants/Integration Partners’ pain points. Propose enhancement to company products and industry solutions engineering team.
  • Monitor and analyze the real-time/off-line data, providing maintenance and technical support as necessary to ensure that the business operation of key merchants is normal, and the various types of payment channels are working and sound.
  • Coordinate the resources of all parties concerned to quickly respond to emergent cases of key merchants. Improve the cooperation mechanism and process.
  • Summarize and optimize the on-line/off-line monitoring rules, work closely with the relevant stakeholders to improve the platform’s overall infrastructure performance and capabilities.
  • Identify and summarize Bank / Channel Partners’ pain points. Propose enhancement to company products and industry solutions engineering team.
  • Manage the technical support service requests from local. Collaborate with HQ team together to quickly resolve customer’s issues and ensure satisfaction toward the support experience received by Merchants/Integration Partners/Key Accounts/Channels/Banks.

Minimum Qualifications

We are currently looking for an experienced Head of Technical Support who will be leading a team of Technical Support Engineers ensuring service quality.

We're looking for people who are:

  • 6+ years software development or software technical support experience, familiar with some programming language such as Java/Golang/NodeJS or other backend stack, Mobile Development stack, Database Technology, SDK development, Network knowledge such as TCP/IP/HTTP(S)/VPN MPLS, DNS Routing , Information Security Best Practices, etc.
  • Familiar with IT Operation framework such as ITIL v3
  • Clear mind and good problem analysis skills
  • Great communication skill in English , both speaking and writing
  • Team work and customer focus spirit
  • Responsible and is able to coordinate resource across departments to resolve urgent issue under pressure
  • Frequent Travel to overseas is required
  • Ability to work under pressure and take the 7*24 emergency on-call;


  • Working experience of integration or support on Payment software systems; e-wallet software systems
  • Has experience in Banking Industry , Fintech, or IT Services
  • Enterprise technical account manager experience

Perks and Benefits

  • Flexitime Flexitime
  • Maternity & Paternity Leave Maternity & Paternity Leave
  • Medical / Health Insurance Medical / Health Insurance
  • Medical, Prescription, Dental, or Vision Plans Medical, Prescription, Dental, or Vision Plans
  • Employee Discounts Employee Discounts
  • Transportation Allowances Transportation Allowances
  • Performance Bonus Performance Bonus

Required Skills

  • Java
  • JavaScript
  • Technical Support

Jobs Summary

Job level
Mid-Senior Level / Manager
Job category
IT and Software
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
Capital Place. Jl. Gatot Subroto Kav 18, Kuningan Barat, Mampang Prapatan, Kuningan Barat, Mampang Prapatan, South Jakarta, DKI Jakarta, Indonesia
Financial Services
1 opening

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About DANA Indonesia

DANA is an open platform digital wallet that bridges financial institutions, merchants and consumers in Indonesia. The platform's purpose is to enable frictionless transaction and to expand financial inclusion especially for the unbanked and underbanked through technology. The technology empowers everyone to transact either for online or offline merchants. Some of the technologies that DANA developed are market pioneers such as: Digital KYC through Face Recognition that enable real-time on-boarding, World Class Risk Management that has the lowest fraud-loss with highest success rate, and the most comprehensive financial instruments acceptance in the country. DANA was established about a year ago as a new startup. The platform was soft-launched at the end of March 2018. As of July 2018, DANA is the fastest growing startup in Indonesia and among the fastest in the world reaching more than a million new users within a span of less than 4 months. DANA platform has currently on-boarded 7 of the top 10 Banks, Offline Merchants with more than 30 million combined foot-traffic, and Online Merchants with more than 50 million visitors. The company employs more than 200 local talents with a heavy ratio on engineers, half of them recruited within the last 5 months. Ant Financial is an investor of DANA and they share core technology plus know-how exclusively.