Technical Support Engineer

About the Role

Join Kalepa as a Technical Support Engineer to be the critical link between our enterprise clients and our AI platform, investigating and resolving complex technical issues to ensure seamless operations.

Responsibilities

• Investigate reported issues end-to-end within Kalepa’s AI underwriting platform and coordinate technical resolution.
• Distinguish between bugs, configuration issues, user errors, and feature requests.
• Manage your own queue and consistently meet response and resolution targets.
• Draft clear, accurate responses to clients that resolve issues efficiently.
• Maintain professional and consistent communication across all client touchpoints.
• File detailed Jira tickets for confirmed bugs to facilitate quick resolution by Engineering.
• Identify and surface patterns in support tickets to Client Success and Product teams.
• Become an expert user of Kalepa, building deep familiarity with workflows, edge cases, and product behavior.
• Build and maintain per-client implementation knowledge.

Requirements

• 3-5 years of experience in Technical Support Engineer, Senior Technical Solutions Specialist, or similar customer-facing technical role at a B2B SaaS company.
• Experience supporting complex data-heavy SaaS products.
• Clear and concise written communication skills, capable of explaining technical issues to non-technical audiences.
• Comfort operating in ambiguity and synthesizing information to resolve novel issues.
• Strong operational discipline, with the ability to manage queues and meet targets.
• Metrics-driven with the ability to combine quantitative and qualitative insights.
• Experience at a high-growth tech startup.
• Value open, direct, and respectful communication.
• Enjoy being part of a collaborative, thoughtful, and purpose-driven environment.

Nice-to-Haves

• Insurtech or Fintech product experience.