Technical Support Engineer Kalepa

HelpfulRemote; Northern (KY); Hybrid; USD 85,000 - 135,000; Full time

Benefits offered by this job

Team offsites

Regional meetups

Job summary

Kalepa is seeking a remote Technical Support Engineer to handle enterprise customer issues from detection to resolution. You will identify bugs, config issues, or feature requests and work directly with engineering to deploy fixes. The role emphasizes clear written communication and a structured approach to support operations.

Ideal candidates have 3–5 years in technical support or customer-facing engineering at a B2B SaaS company, and comfort with ambiguity in a fast-growing startup environment.

Qualifications

• 3–5 years in technical support, customer-facing engineering, or similar at a B2B SaaS company.
• Strong written communication and ability to operate with ambiguity.
• Operational discipline in managing a ticket queue with a metrics-driven approach.

Responsibilities

• Investigate and resolve technical issues end to end for enterprise clients.
• Distinguish bugs from configuration problems or feature requests.
• Coordinate with engineering to ship fixes and improvements.
• Communicate with enterprise clients and help build out support processes.

Skills

Experience: 3-5y

Customer-facing engineering

B2B SaaS experience

Job description

This role sits within Kalepa’s Support organization, working on an AI underwriting platform used by insurance companies. The job involves investigating and resolving technical issues end to end, distinguishing bugs from configuration problems or feature requests, and coordinating with engineering to get fixes shipped. You’ll communicate directly with enterprise clients and help build out support processes.

Kalepa wants someone with 3-5 years of experience in technical support, customer-facing engineering, or a similar role at a B2B SaaS company, ideally at a high-growth startup. Strong written communication, comfort with ambiguity, operational discipline in managing a ticket queue, and a metrics-driven approach are all expected.

The position is remote and based in the United States, with a stated salary range of $85K to $135K USD. The company also holds periodic in-person team offsites and regional meetups.

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