Technical Support Engineer
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Job Description
Technical Support Engineer investigating and resolving issues within Kalepa's AI underwriting platform for B2B SaaS. Serving as a vital link between customers and development teams in a dynamic tech startup environment.
Responsibilities:
- 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.
Requirements:
- 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
- Insurtech or Fintech product experience as a plus.
Benefits:
- Competitive salary (based on experience level).
- Significant equity options package.
- 401(k) plan with employer match (regardless of employee contribution)
- Excellent benefits: 100% covered medical, 100% covered vision and dental for individuals and families, and others
- Work with an ambitious, smart, global, and fun team to transform a $1T global industry.
- 20 days of PTO a year
- Global team offsites (2021 - Playa del Carmen, 2022 - Rome, 2023 - Buenos Aires, 2024 - Lisbon, 2025 - Cartagena)
- Healthy living/gym stipend. Mobile phone bill stipend.
- Continuing education credits.
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