Senior Technical Support Engineer

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

📋 Description

• Oversee Kata.ai's Technical Support operations from start to finish, which includes managing client issue triage, business-as-usual (BAU) client requests, service level agreement (SLA) performance, incident response, root cause analysis (RCA) quality, and ongoing workflow enhancements across Kata's chatbot, voice AI, and Omnichannel platforms for a range of enterprise clients in regulated sectors.

• Facilitate the weekly Incident Review forum to transform recurring incidents into actionable items for Engineering and Product teams, ensuring clients receive dependable, prompt, and high-quality service resolutions. This process also allows operational insights to be fed back to Engineering and Product to systematically mitigate recurring issues at the platform level.

⛳️ Requirements

• 3–5 years of experience in technical support, customer success engineering, or operational roles, with a minimum of 1 year in a leadership or coordination capacity.

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

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

• Proven track record of creating RCA documentation for production incidents affecting 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 the responsible handling of client data, applying access-control fundamentals, and recognizing security-sensitive incidents is advantageous.

• 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 beneficial.

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

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

• Experience with at least one major ticketing and service management system (Zendesk, Freshdesk, Jira Service Management, Intercom, or equivalent), including SLA configuration, queue routing, and reporting.

• Familiarity with messaging and communication platforms such as WhatsApp Business API, SeaTalk, and Email — including template approvals, business verification, and troubleshooting webhook deliveries.

• Log Analysis & Troubleshooting: Ability to read application logs, API responses, and webhook payloads to identify root causes, with comfort using tools like Kibana, Grafana, GCP Logging, or equivalent.

• API & Webhooks: Proficient in REST API testing (Postman, cURL) and knowledgeable about webhook signatures, retries, and rate limiting.

• Chatbot & Conversational AI Platforms: Understanding of chatbot architectures, NLU/intent debugging, and conversation flow troubleshooting (Kata CX or equivalent).

• Cloud Platforms: Working knowledge of GCP and/or Azure for navigating logs, monitoring dashboards, and conducting basic resource health checks.

• Reporting & Documentation: Experience creating RCA documents and operational dashboards; comfortable using Google Sheets, Excel, or BI tools for SLA reporting.

• Automation (plus): Basic scripting skills (Python, Bash) or no-code automation experience (Zapier, n8n) for handling repetitive support tasks.

🏝️ Benefits

• Flexible working hours for our employees.

• Valuable learning opportunities within the Conversational AI industry.