Product Support Specialist

KitaLulus is currently hiring a Product Support Specialist for one of our clients in the FinTech industry, specializing in digital automotive financing and leasing solutions. In this role, you will support the client's digital leasing platform by handling technical issues, investigating production incidents, troubleshooting system integrations, and collaborating closely with Product, Engineering, and Operations teams across Europe.

Responsibilities:

• Handle requests through the Product Support Desk (Jira Service Management), including contract changes, status updates, early terminations, and access issues.
• Investigate production issues by reproducing problems in QA/staging environments, reviewing logs and API responses, and checking data using SQL or Postman.
• Diagnose failures in partner integrations, including credit bureaus, KYC providers, e-signature services, SMS delivery, and refinancing banks.
• Apply safe, documented workarounds and create clear bug tickets with reproduction steps, relevant IDs, and business impact.
• Verify hotfixes after release and support acceptance testing for new markets.
• Identify recurring requests, document runbooks, and propose automation opportunities.
• Ensure smooth handovers of open issues between early and late shifts.

Qualifications:

• 3+ years in application or product support (2nd level) for SaaS, FinTech, leasing or banking.
• Confident with REST APIs (Postman), JSON, logs and basic SQL.
• Experience with Jira and writing tickets developers can act on right away.
• Structured and calm under pressure: you prioritise by customer and business impact.
• Fluent written and spoken English.
• Happy to work afternoon-to-evening hours in Jakarta on a consistent schedule.

Working Arrangement:

• Employment type: Full-time / Permanent
• Work model: Hybrid (3 days WFO, 2 days WFA)
• Location: South Jakarta, Indonesia
• Working days: Monday - Friday
• Working hours: Afternoon-to-evening shifts aligned with European business hours