Deskripsi Pekerjaan
Join Cartrack as a Technical Support Lead (IoT) and spearhead our mission to deliver exceptional service excellence in the rapidly evolving Internet of Things landscape. This pivotal role requires you to orchestrate support operations, drive incident resolution efficiency, and elevate team performance to ensure maximum system reliability for our IoT infrastructure. You'll lead a dynamic team of technical professionals, implement robust support protocols, and collaborate with cross-functional teams to preempt and resolve complex technical challenges. Your expertise will directly impact customer satisfaction, system uptime, and the continuous improvement of our IoT service delivery framework. This position offers an exciting opportunity to shape technical support strategies in a high-growth technology environment while mentoring talent and fostering innovation.
Tanggung Jawab
- Lead and mentor a technical support team specializing in IoT devices and platforms
- Oversee incident management lifecycle, ensuring timely resolution and root cause analysis
- Develop and implement proactive monitoring protocols for IoT systems
- Collaborate with engineering teams to resolve escalated technical issues
- Establish performance metrics and continuous improvement initiatives
- Document technical procedures and knowledge base articles
- Manage customer communications during critical incidents
- Analyze support trends to identify system enhancement opportunities
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related technical field
- Minimum 5 years in technical support with 2+ years in leadership role
- Proven experience with IoT ecosystems (sensors, connectivity protocols, edge devices)
- Strong background in network infrastructure and security principles
- Expertise in incident management tools (e.g., Jira, ServiceNow)
- Exceptional problem-solving and decision-making abilities
- Fluency in English and Bahasa Indonesia
- Certifications in cloud platforms (AWS/Azure) or IoT preferred