Technical Support Engineer, Kalepa

• Kalepa is looking for an exceptional Technical Support Engineer with 3-5 years of experience in B2B SaaS technical support, customer-facing engineering, or a similar customer-facing technical role to be a critical member of our Support organization
• Experience at a high-growth tech startup
• You have 3-5 years of experience in a Technical Support Engineer, Senior Technical Solutions Specialist, or similar customer-facing technical role at a B2B SaaS company
• You communicate clearly in writing. You can explain technical issues to non-technical audiences and write responses that hold up under scrutiny from sophisticated users
• You are comfortable operating in ambiguity. Many of the issues you will own do not have a documented answer, and the right resolution requires synthesizing product behavior, client context, and operational judgment
• You are operationally disciplined. You manage your own queue, hit response targets consistently, and do not let things age
• You are metrics-driven, with a strong ability to combine quantitative and qualitative insights
• You value open, direct, and respectful communication
• You enjoy being part of a collaborative, thoughtful, and purpose-driven environment
• Experience supporting complex data-heavy SaaS products

Desirable

• This role is designed to own the technical investigation and resolution of issues across Kalepa's AI platform for insurance
• You'll be the connective tissue between our customers and our development teams, triaging and investigating complex technical issues, driving resolutions, and building the systems and processes that make our support function world-class
• You'll work directly with large-scale enterprise clients who rely on Kalepa's platform to make critical decisions, so your ability to earn trust, communicate clearly under pressure, and go deep on technical problems is critical
• Investigate reported issues end to end within Kalepa’s AI underwriting platform. Coordinate technical resolution end-to-end
• Distinguish working-as-expected behavior from genuine bugs, configuration issues, user education gaps, and feature requests
• Manage your own queue and hit response and resolution targets consistently
• Draft responses to Kalepa’s clients that are clear, accurate, and resolve the issue without unnecessary back and forth
• Maintain professional, consistent communication across all client touchpoints
• File Jira tickets with full diagnostic context when issues are confirmed bugs, so Engineering has what they need to resolve quickly
• Identify patterns across tickets and surface them to Client Success and Product as themes worth addressing structurally
• Become an expert user of Kalepa, with deep familiarity across workflows, edge cases, and product behavior. Build and maintain per-client implementation knowledge