Technical Support Engineer – Freelance

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

📋 Description

• Accountable for the configuration of WhatsApp Business API, Kata CX, and Omnichannel accounts.

• Addressing technical issues through email, tickets, WhatsApp, and SeaTalk.

• Actively monitoring system performance and maintaining tailored client reports.

• Overseeing Kata CX credit replenishments and responding to client queries regarding chatbot operations.

• Analyzing incidents through log examination and generating Root Cause Analysis (RCA) documentation.

⛳️ Requirements

• At least 0–2 years of experience in Technical Support, Application Support, or System Integration, ideally within a SaaS, AI, or Fintech environment.

• Demonstrated experience in managing conversational AI platforms (e.g., Kata.ai, Chatgpt, Gemini), including bot flow setup and intent troubleshooting.

• Proven track record in establishing and managing WhatsApp Business API (WABA) accounts, including Meta Business Manager verification and message template approvals.

• Practical experience utilizing Postman or cURL for testing and debugging RESTful APIs and Webhooks.

• Strong foundation in log analysis (using tools like Grafana) to identify the root causes of system failures or declines in message delivery.

• Experience working with enterprise-level clients through multi-channel support systems (E-Mail, Freshdesk, WhatsApp, or SeaTalk) while adhering to strict SLAs.

• Background in managing financial-technical tasks, such as credit top-ups or quota management within a platform ecosystem.

• Proven experience in generating Root Cause Analysis (RCA) reports and internal technical knowledge base (FAQ) articles.

• Basic to intermediate understanding of JSON or JavaScript for log analysis and workflow troubleshooting.

• Capability to utilize monitoring and logging tools (e.g., Grafana) to conduct incident investigations and pinpoint system errors.

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

🏝️ Benefits

• A shifting schedule is required — this position operates across two shifts (morning & night). Candidates must be comfortable and available to work on a rotating shift basis.