Senior Technical Support Engineer (Remote)

Job Description

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.

Qualifications

Experience : 

• 3–5 years in technical support, customer success engineering, or operations roles, with 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 is a plus

Qualifications & Education : 

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or related technical field
• 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

Technical Skills : 

• Ticketing & Service Management: Hands-on with at least one major system (Zendesk, Freshdesk, Jira Service Management, Intercom, or equivalent) — including SLA configuration, queue routing, and reporting
• Messaging & Communication Platforms: WhatsApp Business API, SeaTalk, Email — including template approvals, business verification, and webhook delivery troubleshooting
• Log Analysis & Troubleshooting: Reading application logs, API responses, and webhook payloads to isolate root causes, comfort with Kibana, Grafana, GCP Logging, or equivalent
• API & Webhooks: Proficient with REST API testing (Postman, cURL); understands webhook signatures, retries, and rate limiting
• Chatbot & Conversational AI Platforms: Working knowledge of chatbot architectures, NLU/intent debugging, and conversation flow troubleshooting (Kata CX or equivalent)
• Cloud Platforms: Working familiarity with GCP and/or Azure for navigating logs, monitoring dashboards, and basic resource-health checks
• Reporting & Documentation: Experience producing RCA documents and operational dashboards; comfort with Google Sheets / Excel / BI tools for SLA reporting
• Automation (plus): Basic scripting (Python, Bash) or no-code automation (Zapier, n8n) for repetitive support tasks

Job Title : Senior (Functional Lead, Individual Contributor)

Job Level : Mid / SeniorEmployment

Status : Full-Time, Permanent

Additional Information

We value a flexible working hour for our employees.

The most important is we provide a learning experience in Conversational AI Industry.