Adiyat Coto
L2 Functional Support Specialist in Indonesia
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/
My Website:
About
Operating at the intersection of business logic and technology, I am a Functional Support Specialist. Neither a core developer, nor a traditional L1 help desk, I serve as a critical hybrid bridge. I specialize in translating operational workflows into system configurations, driving deep-dive Root Cause Analysis (RCA), and orchestrating seamless resolutions across Dev, QA, and Product teams.
My Professional Journey
My career has evolved from hands-on regional system implementation, to managing complex enterprise-grade application support. I built my foundation by leading large-scale system deployments, user training, and third-party ecosystem integrations (omnichannel platforms, payment gateways, and on-demand delivery) across extensive regional networks.
This deep operational experience allowed me to transition into supporting 25+ large enterprise accounts, troubleshooting end-to-end ERP modules. I now handle complex, multi-layered systems, spanning Academic operations (course setups, grading, certificates), Financial workflows (costs, GST, subsidy schemes, ledgers, invoicing), and Client-facing operations (web stores, onboarding), acting as the primary liaison between business users and L3 engineering teams.
What I Deliver
- Functional Triage & RCA: Conducting deep-dive investigations on complex application modules, classifying issues into system defects, functional configuration needs, or change requests prior to escalation.
- Engineering Liaison & SDLC: Acting as the primary Jira bridge with L3 teams (Dev, QA, BA). I drive requirement gathering, author Functional Specification Documents (FSD), execute UAT, and coordinate post-deployment troubleshooting.
- Incident & Backlog Management: Managing high-level technical escalations, optimizing backlogs, tracking ticket progress, and organizing team schedules to ensure SLA compliance.
- Client Enablement: Setting up SaaS systems for business clients, writing comprehensive technical guidebooks, and conducting structured user training.
Core Tech Skills
- Support & Ticketing: Jira, Zendesk, Outlook, Ticket Triage, SLA Management.
- Troubleshooting & QA: Browser Developer Tools, RESTful APIs (JSON/HTTP logs), Basic SQL, manual issue replication, UAT.
- Productivity & Data: Google Workspace, Microsoft 365, Looker Studio, Trello, OpenAI Codex.
Technical Expansion
Actively building foundational knowledge in areas: API testing (Postman), Python scripting for log investigation, Automated QA (Playwright/Selenium), and foundational infrastructure/cloud concepts (Docker, Kubernetes, Grafana, AWS/Azure).
Licenses & certifications
- EF SET English Certificate: 63/100 (C1 Advanced) | EF SET
- CCNA Discovery: Networking for Home and Small Businesses | Cisco Networking Academy
Languages
- Bahasa Indonesia (native)
- English (fluent in written and spoken communication)