Senior Technical Support Engineer (Remote)
About The Position
Run Kata.ai's Technical Support function end-to-end — managing client issue triage, BAU client requests, SLA performance, incident response, RCA quality, and continuous workflow improvement — across Kata's chatbot, voice AI, and Omnichannel platforms for a portfolio of enterprise clients in regulated industries. Lead the weekly Incident Review forum to convert recurring incidents into structured action items for Engineering and Product, so that clients experience reliable, fast, and high-quality service resolution — and so that operational insights flow back into Engineering and Product 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
- Hands-on with at least one major ticketing system (Zendesk, Freshdesk, Jira Service Management, Intercom, or equivalent) — including SLA configuration, queue routing, and reporting
- Experience with WhatsApp Business API, SeaTalk, Email — including template approvals, business verification, and webhook delivery troubleshooting
- Experience with reading application logs, API responses, and webhook payloads to isolate root causes, comfort with Kibana, Grafana, GCP Logging, or equivalent
- Proficient with REST API testing (Postman, cURL); understands webhook signatures, retries, and rate limiting
- Working knowledge of chatbot architectures, NLU/intent debugging, and conversation flow troubleshooting (Kata CX or equivalent)
- Working familiarity with GCP and/or Azure for navigating logs, monitoring dashboards, and basic resource-health checks
- Experience producing RCA documents and operational dashboards; comfort with Google Sheets / Excel / BI tools for SLA reporting
Nice To Haves
- ITIL Foundation certification or equivalent service management training
- Cloud or platform certifications (GCP/Azure, Meta Business Partner)
- IT Security certifications (CompTIA Security+, ISO/IEC 27001 Foundation, CEH, or equivalent)
- Basic scripting (Python, Bash) or no-code automation (Zapier, n8n) for repetitive support tasks
Responsibilities
- Managing client issue triage
- Handling BAU client requests
- Ensuring SLA performance
- Incident response
- RCA quality
- Continuous workflow improvement
- Leading the weekly Incident Review forum to convert recurring incidents into structured action items for Engineering and Product
Benefits
- Learning experience in Conversational AI Industry
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
