Product Support

Company Description Shipper is Indonesia's leading digital logistics company, established in 2017 with a mission to democratize premium logistics across the nation. Offering end-to-end supply chain solutions for e-commerce businesses and enterprises, Shipper operates in over 30 cities with a network of more than 200 warehouses and partnerships with 40 logistics providers. Backed by a dedicated team of over 1,000 professionals, Shipper has rapidly grown to become one of Indonesia's top tech companies. Committed to innovation and efficiency, Shipper delivers tailored logistics solutions to meet the diverse needs of its customers. For more information, please visit: https://shipper.id/.

Key Responsibilities

1️⃣ Issues Handling & Documentation Handle daily issues, conduct analysis & troubleshooting, and provide effective solutions Create and update FAQ & “How to Solve Issues” documentation Prepare Initiative / Analysis Documents for recurring or high-impact issues Create Escalation Documents and coordinate with Tech, QA, and AM teams Manage User Stories, Mind Maps, and presentation materials for issue flow explanation 2️⃣ Reviewing Priority Clients Monitor priority / hyper-care clients regularly Prepare Weekly Reports on client condition & issue resolution status Coordinate with AM Contact Person for urgent matters Monitor issue volume & categories resolved per shift 3️⃣ Supporting Product Team Create Development Documentation (PRD, TRD, Mind Map, Release Notes, Evidence) Prepare Dev Docs for modules (API, Database Tables, Worker/Cron Jobs, External Integrations) Manage access requests & role permission management Maintain User Guides, tutorial recordings, and scope of role documentation Conduct feature socialization (training, flow updates, feature announcements) Manage Master Document Update Log (active & inactive documents) Support end-to-end flow analysis & product improvement initiatives

Requirements

Strong understanding of API flow, basic database structure, cron jobs, and external integrations Able to create both technical & non-technical documentation (PRD/TRD/FAQ/User Guide) Experienced in issue analysis & solution recommendations Strong communication skills, detail-oriented, and able to collaborate cross-functionally Willing to work in shift system Plus point if experienced in Automation Testing