Adiyat Coto

SaaS, B2B2C, and Merchant Services

View my portfolio

Job Location Availability

On-site:

Open for Discussion (I'm currently based in Semarang, Indonesia)

Remote:

Anywhere

My LinkedIn:

https://www.linkedin.com/in/adiyatcoto/

Summary

Currently based in Semarang, Indonesia. Available for on-site roles locally and remote opportunities worldwide.

Technical Implementation & Product Support Specialist with 7+ years of experience in SaaS, including POS systems, merchant services, and EdTech ERP platforms.

Experienced in L1/L2 Functional Application Support and Incident Management, collaborating cross-functionally with Product, Engineering, QA, and Sales teams. Played a key role in SaaS platform implementations (B2B and B2B2C), managing system setup, data migration, client onboarding, training, and post–go-live support.

Worked closely with R&D, QA, and L3 Development teams to replicate and analyze issues (Product Support Replication / PSR), perform regression testing, validate fixes, and coordinate patch deployments in UAT and production environments. Also collaborated with third-party integration partners when required.

Managed Change and Release coordination during code updates, including bug tracking, deployment of change requests, preparation of Functional Specification Documents (FSDs), validation processes, and client-requested effort estimations. Through these responsibilities, gained solid exposure to the Software Development Life Cycle (SDLC).

Interested in opportunities to work in:

  • Startups
  • Fintech
  • Software/Technology
  • Banking
  • Creative Industries

Work function areas:

  • Customer Support/Success
  • Support Engineer (L1, L2)
  • SaaS Implementation
  • Product Support Specialist
  • Functional Analysis
  • Incident Management
  • System Integration

Core Competencies

  • SaaS Platform Implementation (B2B/B2B2C)
  • Functional Support & Ticket Handling (L1/L2)
  • Cross-functional Collaboration (Sales, Product, Dev, QA)
  • Incident Management & Root Cause Analysis
  • System Integration (POS, Payment Gateways, Accounting, ERP)
  • Customer Success & Technical Support Lifecycle
  • Stakeholder Communication & Documentation (SOPs, Training)

Domain Expertise

  • SaaS Technical Support
  • Software Development Life Cycle (SDLC)
  • POS Systems
  • Payment Integration
  • Accounting Software
  • Education ERP Systems
  • Third-party API Integration

Tools & Platforms

  • Jira (Issue Tracking, Documentation, PSR, Regression Testing, Workflow Management)
  • Google Workspace (Sheets: Importrange, Query, Data Validation; Slides: Knowledge Transfer Materials; Docs, Drive),
  • Microsoft 365 (Excel, Teams, SharePoint)
  • Kissflow (Process Management)
  • Trello (Project Management)
  • Slack (Team Collaboration)

Tech Stack

  • Dev: JavaScript (ES6+), HTML5, CSS3, Python
  • Visualization: D3.js, HTML5 Canvas, Chart.js
  • Frameworks: Tailwind CSS
  • Real-time Data: WebSockets (e.g. Binance API, Fetch API)
  • Platforms: GitHub Pages

Languages

  • Bahasa Indonesia (native)
  • English (fluent in written and spoken communication)
  • Work
    • Product Support, SaaS