Lead Delivery Support
About The Position
Lead and operate the Technical Support function — managing client issue triage, BAU client requests, SLA performance, incident response, RCA quality, and continuous workflow improvement — for Kata's chatbot, voice AI, and Omnichannel platforms across a portfolio of enterprise clients in regulated industries. Chair the weekly Incident Review forum to convert recurring incidents into structured action items for Engineering and Product, so that clients experience reliable 24/7 service continuity, fast and high-quality resolution, and so that operational insights flow back into Engineering and Product teams to systematically reduce recurring issues at the platform level.
Requirements
- 3–5 years in technical support, customer success engineering, or operations roles
- At least 1 year leading or coordinating a team
- Hands-on experience managing SLA-driven support operations for B2B / enterprise clients, ideally in SaaS or messaging platform environments
- Hands-on troubleshooting experience with WhatsApp Business API, chatbot platforms, or conversational AI products
- Track record of producing RCA documentation for production incidents to enterprise clients
- Experience designing shift schedules, on-call rotations, or capacity plans
- Exposure to IT security practices in a support or operations context, handling client data responsibly, applying access-control basics, recognizing security-sensitive incidents
- Bachelor's degree in Computer Science, Information Technology, Information Systems, or related technical field
- Proficiency in testing and troubleshooting RESTful APIs using tools like Postman
- Basic to intermediate knowledge of JSON or JavaScript for log analysis and workflow troubleshooting
- Hands-on experience with WhatsApp Business API (WABA) configurations and Meta Business Suite
- Experience managing AI/Chatbot platforms like Kata CX, Kata Platform, or similar NLP-based systems
- Ability to use monitoring and logging tools (e.g., Grafana) to perform incident investigation and identify system errors
- Proficiency in Excel/Google Sheets (advanced formulas) and SQL for maintaining custom client data reports
Nice To Haves
- ITIL Foundation certification or equivalent service management training is a strong plus
- Cloud or platform certifications (GCP/Azure, Meta Business Partner) are advantageous
- IT Security certifications (CompTIA Security+, ISO/IEC 27001 Foundation, CEH, or equivalent) are a plus
Responsibilities
- Manage client issue triage
- Handle BAU client requests
- Manage SLA performance
- Manage incident response
- Ensure quality of RCA
- Drive continuous workflow improvement
- Chair the weekly Incident Review forum
- Convert recurring incidents into structured action items for Engineering and Product
Benefits
- Flexible working hours
- Learning experience in Conversational AI Industry
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
