Technical Support Engineer

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

📋 Description

• Conduct thorough investigations of reported issues from start to finish within Kalepa’s AI underwriting platform, ensuring technical resolutions are coordinated effectively.

• Differentiate between expected operational behavior and actual bugs, configuration challenges, user education needs, and feature enhancement requests.

• Take ownership of your own ticket queue, consistently meeting response and resolution targets.

• Compose clear and accurate responses for Kalepa’s clients that effectively resolve issues while minimizing unnecessary exchanges.

• Maintain a professional and consistent communication style across all client interactions.

• Submit Jira tickets with comprehensive diagnostic information when issues are confirmed as bugs, providing Engineering with the details necessary for swift resolution.

• Recognize patterns in ticket submissions and communicate them to Client Success and Product as significant themes needing structural attention.

• Become an expert user of Kalepa, gaining in-depth knowledge of workflows, edge cases, and product functionalities while building and preserving implementation knowledge specific to each client.

⛳️ Requirements

• Previous experience in a rapidly growing tech startup environment.

• A background of 3-5 years in roles such as Technical Support Engineer, Senior Technical Solutions Specialist, or a comparable customer-facing technical position within a B2B SaaS company.

• Exceptional written communication skills, capable of explaining technical concepts to non-technical audiences and constructing responses that withstand scrutiny from advanced users.

• Comfort in navigating ambiguous situations, as many issues you will manage may lack documented solutions, requiring a synthesis of product behavior, client context, and operational insight.

• Strong operational discipline; you efficiently handle your own queue, consistently meet response targets, and ensure timely resolution of issues.

• A metrics-driven mindset, adept at integrating both quantitative and qualitative insights.

• A commitment to open, direct, and respectful communication.

• A passion for being part of a collaborative, thoughtful, and purpose-driven team.

• Experience in supporting complex, data-intensive SaaS products.

• Experience in Insurtech or Fintech products is a plus.

🏝️ Benefits

• Competitive salary based on experience level.

• Generous equity options package.

• 401(k) plan with employer matching, regardless of employee contribution.

• Comprehensive benefits, including 100% coverage for medical, vision, and dental for individuals and families, among others.

• Collaborate with an ambitious, intelligent, global, and enjoyable team to revolutionize a $1 trillion global industry.

• 20 days of paid time off annually.

• Global team offsites (2021 - Playa del Carmen, 2022 - Rome, 2023 - Buenos Aires, 2024 - Lisbon, 2025 - Cartagena).

• Stipend for healthy living/gym expenses and mobile phone bills.

• Opportunities for continuing education credits.