About the Role As a backend engineer in the Resolution Experience team, you'll contribute to help the Gojek Care team to achieve the best Customer Service in class. You will take the wheel in overseeing Backend Engineering for the team - designing and developing highly scalable, reliable, and maintainable solutions. You will establish and evangelize the best engineering practices for your team to follow, and improve operational excellence and SLA's of the microservices owned by the team.
What You Will Do Work closely with team lead to deliver product features that enable efficient handling of queries for our internal users (customer service agents) and complaints raised by external users (customer, driver, and merchant) Design and develop highly scalable, available, reliable, secure and fault-tolerant systems Write code that's clear, concise, performant, tested and easily understood by others Own the entire lifecycle of feature development, test, deployment, fixes and improvements Writing technical documents and providing technical training for end users if necessary What You Will Need At least 2-3+ years of hands-on experience in designing, developing, testing, and deploying applications on Go-Lang, Clojure, Java, Ruby, or OOPL large-scale applications In-depth experienceof at least one programming language and framework, deep understanding of SQL databases, Linux, Kafka, Redis, and RabbitMQ Proficient in OOP, SQL, Design Patterns Data modeling experience in Relational databases Well versed with Agile methodologies, TDD and Test Engineering and Automation Ability to plan, prioritize, estimate and execute releases with a good degree of predictability Ability to scope, review and refine user stories for technical completeness and to alleviate risks About the Team The Resolution Experience team is a key function for our customer care vision of providing the best in class customer service agents by reducing agent defect rate, providing best service, and faster resolution time. Our Agent Experience team, a part of the larger CareTech team is a group of Salesforce engineers and product engineers based in Jakarta. We are in charge of creating improvement on agent experience by making the Ticketing System a better place for them (less defect), reducing friction of agents when handling customer's tickets for faster resolution (shorter resolution time) and removing dependency on the team to support Gojek initiatives (decentralize work).
One of the biggest challenges this team has is to improve our customer service agents in terms of making their work easier with the best quality ticket resolution delivered to our loyal customers.
Off hours, you'd probably find us hang out, dinner together or playing games
About GoTo Group GoTo Group is the largest digital ecosystem in Indonesia with its mission to "Empower Progress' by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia's vast consumer household.
About Gojek Gojek is Southeast Asia's leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.
About GoTo Financial GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.
GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels onour respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.
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