Remote Senior Technical Support Engineer — SLA & Incident Lead

Kata.ai; Jakarta Selatan; Remote; IDR 215,633,423 - 323,450,134; Full time

Job summary

Kata.ai is seeking a Senior Technical Support Engineer to oversee the technical support function. You will manage client issues and ensure reliable service for enterprise clients using cutting-edge chatbot and AI technologies.

The ideal candidate will have 3–5 years of relevant experience in technical support roles, proven SLA management skills, and familiarity with messaging platforms. This role offers a chance to work remotely while making significant impacts on customer satisfaction and operational efficiency.

Qualifications

• 3–5 years in technical support or operations roles.
• Leading or coordinating a team for at least 1 year.
• Hands-on experience with SaaS or messaging platforms.

Responsibilities

• Manage client issue triage and daily support requests.
• Lead weekly Incident Review for structured action items.
• Ensure high-quality service resolution for clients.

Skills

Technical support

Customer success engineering

Operations roles

SLA management

Troubleshooting

API testing

Education

Bachelor's degree in Computer Science or related field

ITIL Foundation certification

Tools

Zendesk

Freshdesk

Jira Service Management

Google Sheets

Postman

Job description

Kata.ai is seeking a Senior Technical Support Engineer to oversee the technical support function. You will manage client issues and ensure reliable service for enterprise clients using cutting-edge chatbot and AI technologies.

The ideal candidate will have 3–5 years of relevant experience in technical support roles, proven SLA management skills, and familiarity with messaging platforms. This role offers a chance to work remotely while making significant impacts on customer satisfaction and operational efficiency.