Senior Technical Support Engineer

Role Overview

• 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.

Requirements

• 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
• 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
• 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

Tech Stack

• Azure
• Cloud
• Google Cloud Platform
• Grafana
• Python

Benefits

• Flexible working hour for our employees
• Learning experience in Conversational AI Industry