About the Role
We are seeking a highly skilled and analytical L2 Support Engineer to serve as a high-quality investigator responsible for diagnosing and isolating complex issues across system boundaries. As an L2 Enterprise Support Engineer, your responsibilities are to drive resolution through deep system analysis, expert triage, and seamless collaboration with vendors and internal engineering teams. You will be the key technical responder for all banking incidents, ranging from mobile app glitches to critical transaction failures and deposit discrepancies.
Key Responsibilities
- High-Quality Triage & Classification: Perform an initial assessment of incoming banking issues to accurately classify severity, impact, and technical domain.
- System Isolation: Investigate and isolate root causes across distributed systems without requiring direct code access, utilizing logs, APIs, and monitoring tools.
- Escalation Excellence: Own the escalation quality by providing L3/Engineering teams with comprehensive diagnostic data, reducing back-and-forth communication.
- Vendor & Stakeholder Collaboration: Act as the primary technical point of contact for vendor collaboration and drive third-party resolution for integrated services.
- Cross-Divisional Internal Tools Support: Act as the second layer responder for internal banking tools (e.g., loan origination systems, collection systems, CRM, risk management tools, and back-office portals) used by various business units.
- Log Tracing: Utilize monitoring tools like Splunk or Grafana to trace the complete journey of a customer request from the initial app click to the final database entry and third-party response.
- Root Cause Analysis (RCA): Document and identify the root cause of recurring incidents, collaborating with backend and DevOps teams to implement permanent code or infrastructure fixes.
General Requirements
- Bachelor’s Degree in Computer Science, Information Technology, or a related field.
- Minimum 3 years of experience in L2 support, production support, or technical ops within the fintech or banking industry.
- Exceptional analytical skills with a "Zero Tolerance for Error" mindset regarding financial data.
- Ability to remain calm and effective under pressure during system outages or high-traffic periods.
- Strong communication skills to translate complex technical issues into actionable insights for business stakeholders.
Technical Qualifications
- Banking Operations: Understanding of core banking flows, payment gateway flows, and internal banking tools.
- Internal Systems: Experience supporting internal enterprise tools (ERP, CRM, LOS) and understanding cross-divisional workflows.
- Database Familiarity: Familiar in SQL (PostgreSQL/Oracle/MySQL) for complex data investigation and transaction auditing.
- Frontend Debugging: Experience with mobile app debugging (iOS/Android), HTTP response codes, and tools like Charles Proxy or Postman.
- Technical Literacy: Deep understanding of API structures, database queries (read-only), and networking principles to facilitate cross-system troubleshooting.
- System Observability: Proficiency in using observability and monitoring tools (e.g., Splunk, Datadog, New Relic) to trace transaction flows and identify bottlenecks.
- Analytical Mindset: Strong ability to 'read' system behavior and architecture to identify where a failure occurs within a complex ecosystem.
Work Arrangement
- Placement: South Jakarta
- Work Setup: Hybrid
- Contract Duration: 12 months
- Expected Join Date: June/July 2026
BINAR Academy aims to unlock and channel human potential so we can help the world turn into a better place. One of the ways we strive to do that is to channel potential talents to impactful opportunities using our very own job connector, BINAR Job Connect.
BINAR Job Connect has connected up to 250 talents & candidates; whether it be young & aspirational fresh graduate to tech-savvy team leaders, individuals who decided to start from scratch, and junior engineers to skilled product managers to our experienced hiring partners. BINAR Job Connect provides various options of employment, as we intend that everyone processed by us can choose the best career track for them.
