Engineer Support Role
- Grady Kusmulyadi
- Aditya Suwandi
What is Engineer Support Role?
The Engineer Support role is designed to provide comprehensive assistance to our users, addressing inquiries related to the technical aspects of our product, specifically our API. Our Engineer Support team is well-equipped to guide users through API testing processes and ensure seamless integration that aligns with their intended goals. Additionally, Engineer Support can play a pivotal role in:
Troubleshooting: Resolving technical issues and challenges that users may encounter during API integration.
Documentation: Assisting users in understanding and utilizing API documentation effectively, making it easier for them to navigate and implement the API.
Feedback Loop: Gathering valuable feedback from users and communicating it to the engineering and development teams for continuous improvement of our product.
Why do we need this role?
As our user base continues to expand, encompassing over 1000 companies, there has been a significant surge in demand for API integration services. This heightened interest is particularly pronounced when users or partners already have established systems in place within their organizations and are eager to seamlessly incorporate IoT and transaction data from our Mceasy Platform into their existing infrastructure.
Frequently, we observe these inquiries coming through various channels, such as direct outreach from the sales team to the product or engineering teams. Unfortunately, more often than not, miscommunication and distractions tend to occur.
How does it work?
Engineer Support will be integrated into current ticketing system and they will act as L2 Support when it comes to API related inquiry. As Customer Service receives API request from user, they will pass the ticket for L2 to respond.
Role | Events | Action | SLA |
|---|---|---|---|
L1 - Customer Service | Receives technical inquiry regarding API related question from users via Freshdesk | Pass down inquiry to L2 Support
| <Same as other standard inquiry> |
L2 - Engineer Support | Receive tickets from CS team | Reply user inquiry | 1x24 hour |
L3 - Product Team Rep | There are certain API Questions / Requests that could not be covered by L2 | Discuss user’s inquiry through their sales representative (Customer Success / Sales Executive / BD) | Initial feedback within 5 wrking days
|
Currently the PIC is set as following: (as of 18/1/2024)
Role | FMS (VSMS related) | TMS Related |
|---|---|---|
L2 | Ghafariz Ainoor Rohan | Hibatul Ghazi |
L3 | Nanda Oktavian | Hibatul Ghazi |
Scope of work:
In Scope | Out of Scope |
|---|---|
Answer questions surrounding API Documentation | Feature requests (adding API) → need to escalate to JIRA |
Assist user during implementation eg. expired token and similar cases | Application troubleshoot |
Next Step
References
Our API Docs:
Name | Link |
|---|---|
FMS (VSMS) | |
TMS - V1 |