{"id":124766,"url":"https://alion.io/job/ninja-van-senior-technical-support-executive-digital-services","title":"Senior Technical Support Executive, Digital Services","company":{"id":6236,"name":"Ninja Van","domain":"ninjavan.co","url":"https://alion.io/company/ninja-van","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"C","score":59,"open_postings":103,"ghost_share":0.68,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":51,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Jakarta, Indonesia"],"countries":["ID"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":22000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":881},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-26T04:37:04Z","employer_posted_date":"2026-08-26","last_verified_at":"2026-11-10T22:52:17Z","board_verified":true,"closed_at":null,"days_open":76,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":76},"description":"Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.\nAt our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.\nResponsibilities\nProvide strong technical support service through various support tools (email/online chat/web meeting/phone call)\nCommunicate accurate impacts of production incidents and recommend solutions to production problems\nEfficiently troubleshoot and resolve complex problems in a technical environment\nWork closely with the Tech team to reproduce and resolve customer issues\nInvestigate system problem and provide root cause analysis for further improvement\nSupport user testing including review of test plan and be responsive to user queries, request for assistance\nEnsure proper documentation, coordination and communication between team members, end users, department users, project team members and vendors.\nKeeping track of troubleshooting steps, resolutions, and best practices\nPrepare weekly report on consolidated user problem vs resolution \nAbility to inspire and motivate others, provide guidance, and foster a collaborative team environment\nResponsible for mentoring and guiding junior team members\nRequirements\n3 years of experience in similar function\nProblem-Solving and Troubleshooting Skills: this involves the ability to analyze problems, identify root causes, and develop effective solutions.\nTime Management and Prioritization: the ability to prioritize tasks based on urgency, customer impact, and business needs\nCollaboration and Teamwork: foster positive working relationships and drive efficient cross-functional problem-solving\nContinuous Improvement Mindset: the desire for self-improvement and a commitment to continuous learning in agile working environment\nEducational background in computer science or other fields of science will be an added advantage\nAbility to communicate in English & Bahasa 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