Technical Support Engineer
Core
Own technical investigation and resolution of issues across Kalepa's AI underwriting platform for insurance clients, acting as the connective tissue between customers and engineering teams.
Role type
Senior B2B SaaS Technical Support Engineer
Builds
World-class support systems and processes for enterprise insurance clients
Domain
Insurtech / AI for decision-making
Deliverable
client delivery
Required skills
B2B SaaS technical support, complex technical issue triage, end-to-end investigation, Jira ticketing, pattern identification, client communication, product expertise, operational discipline, metrics-driven analysis
Preferred skills
Insurtech or Fintech product experience
Responsibilities
Investigate reported issues end to end within Kalepa's AI underwriting platform; Distinguish working-as-expected behavior from genuine bugs, configuration issues, user education gaps, and feature requests; Draft clear, accurate responses to clients to resolve issues; File Jira tickets with full diagnostic context for confirmed bugs; Identify patterns across tickets and surface them to Client Success and Product; Become an expert user of Kalepa with deep familiarity across workflows and edge cases
Seniority
Mid-Senior, hands-on IC
