Technical Support

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.

 
The Role

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 experience This role will require to work in shift between US daytime and Indonesia daytime

 
Duties & 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

Qualifications

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