Technical Support

Role Summary

About igloo

igloo is a global leader in large-scale smart access management solutions for homes and cities. We provide an end-to-end hardware and software solution giving property managers, operators, and tenants seamless, secure, and connected access experiences. With a strong presence in 5,000+ enterprise customers and 80+ distributors worldwide, we’re shaping a keyless future.

This role will be responsible for providing support, troubleshooting issues, guiding users through solutions, and collaborating with internal teams to ensure a smooth and reliable user experienceThis role will require to work in shift between US daytime and Indonesia daytime

Responsibilities

• Work in shift between Indonesia daytime and US daytime hours to support users and ensure coverage across time zones
• Provide first-line technical support via email, chat, or Jira ticket
• Troubleshoot and resolve technical issues and enquiries
• Investigate and escalate complex technical problems to engineering teams when necessary
• Document issues, resolutions, and technical processes clearly
• Assist in onboarding users by guiding them through setup and integration processes
• Collaborate with product and engineering teams to improve system reliability and user experience
• Maintain up-to-date knowledge of product features and technical updates

Requirements

• BSc/BA in Computer Science, Engineering or a related field
• Preferably 1-2 Years’ of experience in technical support, helpdesk, or related technical role
• Basic understanding of APIs, HTTP protocols, and troubleshooting tools
• Familiarity with logs analysis and debugging
• Strong programming/scripting skills (e.g., Java, Python, JavaScript)
• Good communication in English both written and verbal