Lead Delivery Support

This is a fully remote position, open to applicants in Indonesia.

📋 Description

• Oversee and manage the Technical Support function, including client issue triage, routine client requests, SLA performance, incident response, root cause analysis quality, and ongoing workflow enhancements for Kata's chatbot, voice AI, and Omnichannel platforms serving a range of enterprise clients in regulated sectors.

• Lead the weekly Incident Review meeting to transform recurring incidents into actionable items for Engineering and Product teams, ensuring clients benefit from dependable 24/7 service continuity, swift and high-quality resolutions, and that insights are relayed back to Engineering and Product teams to systematically mitigate recurring issues at the platform level.

⛳️ Requirements

• 3–5 years of experience in technical support, customer success engineering, or operations positions, including a minimum of 1 year in a leadership or coordination role.

• Proven experience in managing SLA-driven support operations for B2B or enterprise clients, preferably within SaaS or messaging platform environments.

• Practical troubleshooting experience with WhatsApp Business API, chatbot platforms, or conversational AI products.

• Demonstrated ability to produce root cause analysis documentation for production incidents for enterprise clients.

• Experience in designing shift schedules, on-call rotations, or capacity planning.

• Familiarity with IT security practices in a support or operations context, including responsible handling of client data, applying access-control fundamentals, and recognizing security-sensitive incidents is a plus.

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related technical discipline.

• ITIL Foundation certification or equivalent service management training is highly desirable.

• Cloud or platform certifications (GCP/Azure, Meta Business Partner) are beneficial.

• IT Security certifications (CompTIA Security+, ISO/IEC 27001 Foundation, CEH, or equivalent) are advantageous.

• Proficient 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 the Meta Business Suite.

• Experience managing AI/Chatbot platforms such as Kata CX, Kata Platform, or other NLP-based systems.

• Ability to utilize monitoring and logging tools (e.g., Grafana) for incident investigation and system error identification.

• Proficient in Excel/Google Sheets (advanced formulas) and SQL for maintaining customized client data reports.

🏝️ Benefits

• Flexible working hours for our employees.

• Opportunities for learning and growth in the Conversational AI Industry.