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