Technical Support Engineer

Kalepa

23h • Remote

About The Position

Kalepa is looking for an exceptional Technical Support Engineer with 3-5 years of experience in B2B SaaS technical support, customer-facing engineering, or a similar customer-facing technical role to be a critical member of our Support organization. This role is designed to own the technical investigation and resolution of issues across Kalepa's AI platform for insurance. You'll be the connective tissue between our customers and our development teams, triaging and investigating complex technical issues, driving resolutions, and building the systems and processes that make our support function world-class. You'll work directly with large-scale enterprise clients who rely on Kalepa's platform to make critical decisions, so your ability to earn trust, communicate clearly under pressure, and go deep on technical problems is critical.

Requirements

• Experience at a high-growth tech startup.
• 3-5 years of experience in a Technical Support Engineer, Senior Technical Solutions Specialist, or similar customer-facing technical role at a B2B SaaS company.
• Communicate clearly in writing. You can explain technical issues to non-technical audiences and write responses that hold up under scrutiny from sophisticated users.
• Comfortable operating in ambiguity. Many of the issues you will own do not have a documented answer, and the right resolution requires synthesizing product behavior, client context, and operational judgment.
• Operationally disciplined. You manage your own queue, hit response targets consistently, and do not let things age.
• Metrics-driven, with a strong ability to combine quantitative and qualitative insights.
• Value open, direct, and respectful communication.
• Enjoy being part of a collaborative, thoughtful, and purpose-driven environment.
• Experience supporting complex data-heavy SaaS products

Nice To Haves

• Insurtech or Fintech product experience.

Responsibilities

• Investigate reported issues end to end within Kalepa’s AI underwriting platform. Coordinate technical resolution end-to-end.
• Distinguish working-as-expected behavior from genuine bugs, configuration issues, user education gaps, and feature requests.
• Manage your own queue and hit response and resolution targets consistently.
• Draft responses to Kalepa’s clients that are clear, accurate, and resolve the issue without unnecessary back and forth.
• Maintain professional, consistent communication across all client touchpoints.
• File Jira tickets with full diagnostic context when issues are confirmed bugs, so Engineering has what they need to resolve quickly.
• Identify patterns across tickets and surface them to Client Success and Product as themes worth addressing structurally.
• Become an expert user of Kalepa, with deep familiarity across workflows, edge cases, and product behavior. Build and maintain per-client implementation knowledge.

Benefits

• Competitive salary (based on experience level).
• Significant equity options package.
• 401(k) plan with employer match (regardless of employee contribution)
• Excellent benefits: 100% covered medical, 100% covered vision and dental for individuals and families, and others
• Work with an ambitious, smart, global, and fun team to transform a $1T global industry.
• 20 days of PTO a year
• Global team offsites (2021 - Playa Del Carmen, 2022 - Rome, 2023 - Buenos Aires, 2024 - Lisbon, 2025 - Cartagena)
• Healthy living/gym stipend. Mobile phone bill stipend.
• Continuing education credits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed