Job Details

Technical Support Engineer

MBR Partners
MBR Partners

Our client is a leading provider of digital infrastructure software and services for cable and telecommunications networks.


• Support clients by having an intimate knowledge of a client’s implementation and

critical business processes

• Investigate new incidents as reported by customers, ensure the issue is properly

understood and documented. Gather necessary evidence for triage and incident


• Escalate P1 and urgent issues as needed to the appropriate teams and management.

• Resolve incident per triage and resolution processes or escalate for additional


• Communicate regularly with customer and internal resources on status of incident as

per accepted guidelines

• Ultimately responsible for resolution of all incidents opened by the customer

• Assist customers with operational issues on the software.

• Coordinate customer deployments with internal project teams.

• Provide after-hours support for P1 situations.

• Occasionally travel to client sites as a project resource, performing software

deployments and on-site support


• Experience in a software development environment or in roles such as technical

support, business analysis, help desk, project management team, client on-site, or

other customer-facing technical roles

• Ability to read and understand JavaScript

• Windows Server Knowledge: Windows Server OS, IIS, Windows Services, General

Administration and troubleshooting – Active Directory, DNS, Event Logs

• Intermediate level of knowledge of SQL: understanding of Security, Stored

Procedures, SQL Profiling and strong knowledge of the Query language.

• Knowledge of Cloud Platforms such as Azure and AWS, experience of setting up

servers within cloud platforms is beneficial.

• Strong problem-solving skills. Must be able to debug and troubleshoot product

issues in a complex environment. Able to provide workarounds and/or propose

solutions independently and/or by collaborating with internal teams.

• Strong communication skills (written, verbal), and interpersonal skills to be able to

communicate effectively with all levels of staff and external clients

• Able to participate in the on-call rotation in 24x7 support environment.

• Nice to have: MongoDB, working knowledge of UNIX (Solaris and/or Linux) and

Node.js server.

Please note the person would need to invoice my client because they don't have a payroll set up in Indonesia.

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