Product Operations (Technical Support) Manager 產品維運經理

About IDEKU

在 IDEKU，我們的使命是透過無縫、創新且可靠的科技，賦能東南亞的餐飲 (F&B) 企業。藉由我們的一站式解決方案——涵蓋智能 POS 系統、手持式 Mini-POS、自助服務機 (KIOSK)、廚房顯示系統 (KDS)、QR 碼點餐、庫存管理以及自動化工作流程——我們簡化了日常營運、提升了效率，並協助商家在快速變化的市場中成長茁壯。IDEKU 致力於服務東南亞市場，並在台灣與印尼均設有充滿活力的產品與研發 (R&D) 中心。我們專為快節奏、高客流量及交易頻繁的餐飲環境，設計並打造高可用性的軟體。我們高度重視卓越的工程技術、務實的系統架構設計以及跨國團隊協作。如果您熱衷於打造具影響力的產品，並渴望為東南亞數以千計的日常營運提供動力，歡迎加入我們，共同重塑餐飲科技的未來！

At IDEKU, we are on a mission to empower Food & Beverage (F&B) businesses across Southeast Asia with seamless, innovative, and reliable technology. Driven by our all-in-one solution—spanning smart POS systems, handheld Mini-POS, self-service KIOSKs, Kitchen Display Systems (KDS), QR ordering, inventory management, and automated workflows—we simplify daily operations, boost efficiency, and help merchants grow in a fast-changing market.Dedicated to serving the Southeast Asian market, IDEKU operates vibrant Product & R&D centers in both Taiwan and Indonesia. We design and build high-availability software tailored for fast-paced, high-volume, and transaction-heavy restaurant environments. We highly value engineering excellence, pragmatic architecture, and cross-border collaboration. If you are passionate about building impactful products that power thousands of daily operations across SEA, join us in reshaping the future of F&B technology!

Position Summary

這個職位屬於 Product 組織的一部分，重點在於產品維運 (Product Operations) 與系統穩定性，而不是傳統的客服支援工作。我們正在尋找一位 Product Operations (Technical Support) Manager，加入 Product 團隊，負責串連 Product、Engineering 與第一線客戶團隊之間的維運機制。

隨著我們的產品生態系持續成長——包括 POS 系統、整合以及多渠道點餐流程——維運上的複雜度也隨之提升。這個角色要確保產品問題能被有效處理、系統事故 (incident) 被妥善管理，並把維運上觀察到的洞察轉化為產品改善的方向。

跟傳統的技術支援職位不同，這個職位隸屬於 Product 組織，重點放在提升產品穩定性、維運效率，以及跨團隊協作。

如果你喜歡解決問題、擅長系統性思考，也樂於在技術與商業團隊之間往來合作，這個角色會很適合你。

This role is part of the Product organization, focusing on product operations and system reliability rather than traditional customer support.

We are looking for a Product Operations (Technical Support) Manager to join our Product organization and lead the operational layer between Product, Engineering, and customer-facing teams.

As our product ecosystem continues to grow — including POS systems, integrations, and multi-channel ordering workflows — operational complexity also increases. This role ensures that product issues are handled efficiently, system incidents are managed properly, and operational insights are translated into product improvements.

Unlike traditional technical support roles, this position sits within the Product organization and focuses on improving product stability, operational efficiency, and cross-team collaboration.

This role is ideal for someone who enjoys problem-solving, system thinking, and working across technical and business teams.

Key Responsibilities

1. 產品問題生命週期管理

• 從問題進來到解決，全程管理產品相關問題的處理流程
• 針對收到的問題進行初步分類 (triage)，判斷優先順序
• 與 PM 及工程團隊協調，有效率地解決問題
• 追蹤問題處理進度，確保各團隊之間資訊透明
• 找出重複發生的問題，並與 Product 團隊合作改善產品品質

2. Incident 管理

• 在重大系統事故或服務中斷時，主導跨團隊的協調工作
• 促進 Product、Engineering 與 Operations 團隊之間的溝通
• 追蹤 incident 處理時程，必要時確保正確地向上呈報 (escalation)
• 進行 incident 事後檢討 (post-incident review)，找出根本原因並避免再次發生

3. Release 協調

• 與 PM 及工程團隊合作，共同規劃即將上線的 release
• 確保內部團隊都清楚產品變更、功能更新，以及可能帶來的維運影響
• 上線後持續觀察系統狀況，找出與 release 相關的問題
• 必要時協調問題調查與 hotfix 的處理
• 協助確保每次 release 上線後維運穩定，且相關資訊都有妥善溝通

4. 內部團隊技術支援

• 協助 Customer Success、Onboarding、Operations 等團隊處理較複雜的產品問題
• 診斷系統行為、調查技術問題
• 擔任第一線客戶團隊與 Product/Engineering 團隊之間的橋樑
• 協助把技術問題轉化成工程團隊能清楚理解、著手調查的任務

5. 產品維運與持續改善

• 設計並優化維運流程，例如問題分類 (triage)、escalation 路徑、支援作業流程等
• 找出維運上的瓶頸，並提出系統流程的改善建議
• 把維運觀察到的洞察整理成有結構的回饋，提供給 PM 參考
• 協助提升產品可靠度，減少重複發生的支援問題

6. 產品知識與文件維護

• 維護 troubleshooting 指南與維運 runbook
• 記錄已知問題、系統行為與維運流程
• 建立內部 playbook，協助團隊更快解決問題
• 提升各團隊對產品的整體知識水平

1. Product Issue Lifecycle Management

• Manage the lifecycle of product-related issues from intake to resolution
• Triage incoming issues and classify priority levels
• Coordinate with Product Managers and Engineering teams to resolve issues efficiently
• Track issue resolution progress and ensure transparency across teams
•  Identify recurring issues and work with Product teams to improve product quality

2. Incident Management

• Lead coordination during critical system incidents or service disruptions
• Facilitate cross-team communication between Product, Engineering, and Operations teams
• Track incident timelines and ensure proper escalation when necessary
• Conduct post-incident reviews to identify root causes and prevent recurrence

3. Release Coordination

• Collaborate with Product Managers and Engineering teams on upcoming releases
• Ensure internal teams are informed of product changes, feature updates, and potential operational impacts
• Monitor system behavior after releases and identify release-related issues
• Coordinate issue investigation and hotfixes when necessary
• Help ensure product releases are operationally stable and well communicated

4. Technical Support for Internal Teams

• Support Customer Success, Onboarding, and Operations teams in resolving complex product issues
• Diagnose system behavior and investigate technical problems
• Act as a bridge between customer-facing teams and Product/Engineering teams
• Help translate technical problems into clear investigation tasks for engineering teams

5. Product Operations & Continuous Improvement

• Design and improve operational workflows such as issue triage, escalation paths, and support processes
• Identify operational bottlenecks and propose improvements to system workflows
• Turn operational insights into structured feedback for Product Managers
• Help improve product reliability and reduce recurring support issues

6. Product Knowledge & Documentation

• Maintain troubleshooting guides and operational runbooks
• Document known issues, system behaviors, and operational processes
• Build internal playbooks to help teams resolve issues faster
• Improve internal product knowledge across teams

經歷：

• 5 年以上 Technical Support、Product Operations 或 SaaS 維運相關經驗
• 有與 Product、Engineering 團隊密切合作的經驗
• 有處理技術性產品問題的實務經驗

技術理解能力：

• 熟悉 SaaS 系統、API 或系統整合 (system integration)
• 能透過 log、系統行為觀察或 debug 工具來調查產品問題
• 能自在地把技術問題轉化成工程團隊可以直接執行的任務

解決問題的思維：

• 具備良好的分析與 troubleshooting 能力
• 能從重複發生的問題中找出規律與根本原因
• 處理維運流程時具備有條理的思考方式

溝通能力：

• 能把技術問題用清楚易懂的方式，說明給非技術背景的團隊聽
• 能自在地協調多個團隊之間的合作
• 具備良好的協作能力與利害關係人 (stakeholder) 溝通技巧

加分項目

• 有 POS 系統或餐飲 (F&B) 科技相關經驗
• 有 B2B SaaS 環境的工作經驗
• 熟悉 JIRA、Confluence 或類似工具
• 有 incident management 或系統維運相關經驗
• 能使用 SQL 進行基本的資料分析、troubleshooting 與問題調查
• 有 debug API 整合或系統整合的經驗

Experience

• 5+ years of experience in Technical Support, Product Operations, or SaaS operations roles
• Experience working closely with Product and Engineering teams
• Experience troubleshooting technical product issues

Technical Understanding

• Familiarity with SaaS systems, APIs, or system integrations
• Ability to investigate product issues through logs, system behavior, or debugging tools
• Comfortable translating technical problems into actionable tasks for engineering teams

Problem-Solving Mindset

• Strong analytical and troubleshooting skills
• Ability to identify patterns and root causes behind recurring issues
• Structured thinking when managing operational workflows

Communication

• Ability to explain technical issues clearly to non-technical teams
• Comfortable coordinating across multiple teams
• Strong collaboration and stakeholder communication skills

Nice to Have

• Experience working with POS systems or F&B technology
• Experience in B2B SaaS environments
• Familiarity with JIRA, Confluence, or similar tools
• Experience with incident management or system operations
• Ability to use SQL for basic data analysis, troubleshooting, and investigating product issues
• Experience debugging API integrations or system integrations

• HR Phone Interview
• 1st online interview with Hiring Manager
• 2nd online interview with the Hiring team

* Compensation will be commensurate with experience.