Kratos Defense & Security Solutions, Inc adalah perusahaan teknologi asal Amerika Serikat yang berkantor pusat di San Diego, California. Perusahaan ini berfokus pada pengembangan dan manufaktur sistem senjata canggih, teknologi elektronik militer, serta solusi keamanan nasional. Dengan spesialisasi pada sistem pertahanan udara tak berawak (unmanned aerial systems/UAS), komunikasi satelit, radar, dan simulasi tempur, Kratos dikenal karena menghadirkan produk-produk inovatif yang mendukung operasi militer berbiaya efisien. Portofolio teknologinya meliputi pengembangan drone tempur, sistem rudal, serta perangkat keamanan siber dan elektronik tempur.
Kratos mengembangkan dan menerjunkan berbagai platform serta produk transformasional dengan harga terjangkau untuk memenuhi kebutuhan komunikasi dan pertahanan nasional. Perusahaan ini memainkan peran penting dalam mendukung keamanan dalam negeri Amerika Serikat dan sekutu internasionalnya melalui teknologi disruptif, termasuk target drones, sistem latihan militer virtual, serta jaringan komunikasi militer yang tahan gangguan (jam-resistant). Selain itu, Kratos juga bekerja sama dengan lembaga-lembaga pertahanan seperti Departemen Pertahanan AS (DoD) dan berbagai kontraktor utama lainnya, menjadikannya sebagai pemain strategis dalam ekosistem pertahanan global.
Junior Customer Support Engineer
Location: Kratos office – Jakarta, Indonesia
This role is an essential part of the 24x7x365 Tier-1 team which provides technical support for Kratos products and Kratos delivered systems to Kratos global customers.
The Support agent interacts directly with Kratos’s customers via phone, email, or trouble ticket and ensures the customer inquiries or issues are tracked, resolved, or escalated in a timely and efficient manner, while providing the highest level of customer service.
ESSENTIAL JOB FUNCTIONS
- Member of the Shift team providing 24x7x365 technical support coverage
- Daily Interaction with Kratos global customers via telephone, Web Portal, or email
- Record customer interactions and requests
- Identify customer reported issues and perform initial assessments, gathering logs, configuration, and related information product or system information.
- Provide/follow step-by-step procedures to resolve reported issues
- Assign or escalate customer reported issues in a timely manner
- Ongoing customer communication, setting timeline expectations
- Follow global support processes and procedures
- Technical ability to learn Kratos products and customer’s systems
- Represent Kratos in a professional and competent manner
- Participate in meetings, training sessions, and any other activities as needed
- Passion for creating a positive customer experience
- Adhere to all company policies and procedures
- Effective and professional working relationships to collaborate with teams across the globe
TECHNICAL KNOWLEDGE
- Networking and database concepts knowledge
- VMWare, Cloud services, OS (windows/Linux) basic knowledge
- Microsoft Office (Word, PowerPoint, Excel, Visio) knowledge
- Organize and structure approach to problem solving
MINIMUM REQUIREMENTS
- Bachelor of Engineering or other Bachelor degree with a strong ability and interest in technology
- Must be able to work from Kratos Jakarta office
- Must be able to work on shift (3 shifts per day)
- Strong Customer Service attitude and global awareness
- Excellent verbal and written communications skills
- Excellent English language communication, verbal and written
