L2 Tech Support (Enterprise Support)

📢 Job Opening: L2 Tech Support/L2 Enterprise Engineer 

📍 Location: Jakarta 

🏢 Industry: Digital Bank

Job Description:

1. High-Quality Triage & Classification: Perform an initial assessment of incoming banking issues to accurately classify severity, impact, and technical domain.

2. System Isolation: Investigate and isolate root causes across distributed systems without requiring direct code access, utilizing logs, APIs, and monitoring tools.

3. Escalation Excellence: Own the escalation quality by providing L3/Engineering teams with comprehensive diagnostic data, reducing back-and-forth communication.

4. Vendor & Stakeholder Collaboration: Act as the primary technical point of contact for vendor collaboration and drive third-party resolution for integrated services.

5. Cross-Divisional Internal Tools Support: Act as the second layer responder for internal banking tools (e.g., loan origination systems, collection systems, CRM, risk management tools, and back-office portals) used by various business units.

6. Log Tracing: Utilize monitoring tools like Splunk or Grafana to trace the complete journey of a customer request from the initial app click to the final database entry and third-party response.

7. Root Cause Analysis (RCA): Document and identify the root cause of recurring incidents, collaborating with backend and DevOps teams to implement permanent code or infrastructure fixes.

Requirements: 

1. Bachelor’s Degree in Computer Science, Information Technology, or a related field.

2. Minimum 3+ years of experience in L2 support, production support, or technical ops within the fintech or banking industry.

3. Exceptional analytical skills with a "Zero Tolerance for Error" mindset regarding financial data.

4. Ability to remain calm and effective under pressure during system outages or high-traffic periods.

5. Strong communication skills to translate complex technical issues into actionable insights for business stakeholders.

6. Understanding of core banking flows, payment gateway flows, and internal banking tools.

7. Experience supporting internal enterprise tools (ERP, CRM, LOS) and understanding cross-divisional workflows.

8. Familiar in SQL (PostgreSQL/Oracle/MySQL) for complex data investigation and transaction auditing.

9. Experience with mobile app debugging (iOS/Android), HTTP response codes, and tools like Charles Proxy or Postman.

10. Deep understanding of API structures, database queries (read-only), and networking principles to facilitate cross-system troubleshooting.

11. Proficiency in using observability and monitoring tools (e.g., Splunk, Datadog, New Relic) to trace transaction flows and identify bottlenecks.

12. Strong ability to 'read' system behavior and architecture to identify where a failure occurs within a complex ecosystem.