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Technical Support Engineer
Skills
Software As A ServiceBusiness-To-BusinessEngineeringHTMLJiraNetwork SwitchesTechnical Support
What the job involves
The main requirements, responsibilities and hiring steps.
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 at a high-growth tech startup
- Strong written communication skills for technical and non-technical audiences
- Comfort operating in ambiguity and making sound judgment calls
- Operational discipline to manage a queue and meet response targets
- Metrics-driven mindset combining quantitative and qualitative insights
- Experience supporting complex data-heavy SaaS products
Nice to have
- Insurtech experience
- Fintech experience
Day to day
- Investigate and resolve technical issues across Kalepa's AI underwriting platform end to end
- Triaging customer reports to distinguish bugs configuration issues user education gaps and feature requests
- Communicate clearly with enterprise clients and internal teams to drive accurate timely resolutions
- File detailed Jira tickets with diagnostic context and identify recurring themes for cross-functional improvement
- Build deep product expertise and maintain per-client implementation knowledge across complex workflows