Lead Delivery Support (Remote)
Core
Lead and operate the Technical Support function for Kata's chatbot, voice AI, and Omnichannel platforms, managing client issue triage, incident response, and workflow improvement for enterprise clients in regulated industries.
Role type
Senior IC technical support lead (conversational AI)
Builds
Reliable 24/7 service continuity and operational insights for enterprise clients
Domain
Conversational AI / NLP / Enterprise SaaS
Deliverable
client delivery
Required skills
incident response, RCA documentation, SLA management, shift scheduling, API troubleshooting, log analysis, SQL reporting, WhatsApp Business API configuration
Preferred skills
ITIL Foundation, cloud certifications, IT security certifications
Technologies
WhatsApp Business API, Kata CX, Kata Platform, Postman, Grafana, SQL, Excel/Google Sheets
Responsibilities
manage client issue triage and BAU requests, chair weekly Incident Review forums, produce RCA documentation for production incidents, design shift schedules and capacity plans, monitor SLA performance
Seniority
Senior, hands-on IC