Senior Technical Support Engineer (Remote)
Core
End-to-end management of technical support operations for Kata.ai's chatbot, voice AI, and Omnichannel platforms serving enterprise clients in regulated industries.
Role type
Senior Technical Support Engineer (Functional Lead, Individual Contributor)
Builds
Reliable, fast, and high-quality service resolution for enterprise clients; operational insights that reduce recurring platform issues.
Domain
Conversational AI / NLP / Enterprise SaaS
Deliverable
client delivery
Required skills
SLA-driven support operations management, incident response and RCA documentation, troubleshooting WhatsApp Business API and conversational AI products, shift scheduling and capacity planning, log analysis and API/webhook debugging, ticketing system administration (Zendesk, Jira, etc.), basic scripting or no-code automation
Preferred skills
ITIL Foundation certification, cloud platform certifications (GCP/Azure), IT security certifications (CompTIA Security+, ISO 27001), experience with IT security practices in support contexts
Technologies
WhatsApp Business API, SeaTalk, Zendesk, Freshdesk, Jira Service Management, Intercom, Kibana, Grafana, GCP Logging, Postman, cURL, Kata CX, Google Sheets, Excel, Python, Bash, Zapier, n8n
Responsibilities
Manage client issue triage, BAU client requests, SLA performance, incident response, RCA quality, and continuous workflow improvement; Lead weekly Incident Review forums to convert recurring incidents into structured action items for Engineering and Product.
Seniority
Senior, hands-on IC with leadership responsibilities