• Technical Troubleshooting: Respond to and resolve complex technical inquiries, software bugs, and system requests related to our products and services in a timely, professional manner. • Problem Resolution: Identify, troubleshoot, and provide effective architecture solutions for technical bottlenecks involving cloud infrastructure and web applications. • Documentation Architecture: Maintain accurate, detailed, and up-to-date records of all customer interactions, technical issues, and successful resolutions within our support tracking system. • Product Knowledge: Continuously deepen your expertise in our evolving product suite and services to provide superior, high-tier technical guidance. • Feedback Loop: Provide ongoing, data-driven input to our internal engineering team to help improve and develop our products based on real-world customer demands and pain points.

Role Description We are looking for a highly skilled Technical Support Engineer to bridge the gap between our complex IT solutions and our global users. This is a fully remote position that requires a strict commitment to working during Pacific Standard Time (PST) hours (GMT-8) to support our international client base. - Technical Troubleshooting: Respond to and resolve complex technical inquiries, software bugs, and system requests related to our products and services in a timely, professional manner. - Problem Resolution: Identify, troubleshoot, and provide effective architecture solutions for technical bottlenecks involving cloud infrastructure and web applications. - Documentation Architecture: Maintain accurate, detailed, and up-to-date records of all customer interactions, technical issues, and successful resolutions within our support tracking system. - Product Knowledge: Continuously deepen your expertise in our evolving product suite and services to provide superior, high-tier technical guidance. - Feedback Loop: Provide ongoing, data-driven input to our internal engineering team to help improve and develop our products based on real-world customer demands and pain points. Qualifications - Minimum Bachelor's Degree in Computer Science, Information Technology, or a related engineering field, ideally graduated from a reputable Private University (Universitas Swasta). - Minimum of 2 years of proven experience in IT support, technical customer success, or cloud technical customer support roles. - Solid knowledge of Amazon Web Services (AWS), Web Development, Programming Logic, and Computer Networks. - Excellent, professional English communication skills, both verbal and written (mandatory for international client interaction). - Professional or conversational proficiency in Mandarin is required to support and communicate effectively with our regional Chinese-speaking stakeholders and users. - Exceptional problem-solving skills and the ability to maintain composure, clarity, and efficiency under pressure. - Absolute willingness and ability to work full-time according to the Pacific Standard Time (PST) / Los Angeles time zone (GMT-8). - A solid background or proficiency in programming (coding) is highly preferred to better assist in advanced technical debugging. Benefits - Attractive salary package highly aligned with the technical nature of the role and night shift requirements. - Fully remote setup allowing you to work comfortably from anywhere in Indonesia. - Direct management, continuous professional coaching, and development support from IBMC. - Outstanding opportunity to work with international stakeholders, global clients, and cutting-edge SaaS technologies. - Comprehensive Health Insurance coverage (BPJS or equivalent) and other standard corporate perks.

• Provides technical and preanalytic support services for clients • Contact clients with specimen information such as integrity, volume, test clarification, and missing specimens • Provide education, guidance, and troubleshooting to customers regarding available resources, testing and application utility • May include specimen triaging, routing, and storing • Maintains work area and documents cleaning and maintenance as required • Initiates problem resolution

• Serve as the primary Tier 2 escalation point and operational leader for FTZ software support division • Intercept, triage, and resolve complex compliance tickets, drastically reducing unnecessary escalations to Core Engineering • Translate U.S. Customs and Border Protection (CBP) response codes into actionable data fixes for customers • Manage, mentor, and train a globally distributed team of frontline FTZ Support Agents • Act as the operational safeguard for ITAR, EAR, and "U.S. Persons Only" contract riders • Enforce strict routing protocols for sensitive U.S. Customs data • Partner closely with FTZ Product and Engineering leadership as the internal SME • Serve as the senior technical and operational point of contact for high-ARR enterprise accounts