Technical Support Engineer

About this role

Kalepa seeks a Technical Support Engineer to investigate and resolve complex technical issues for enterprise insurance clients using their AI platform. You'll bridge customer needs and development teams, managing ticket queues while ensuring clear communication and rapid problem resolution in a fast-paced SaaS environment.

What you'll do

• Investigate and resolve technical issues end-to-end within the AI underwriting platform
• Distinguish between bugs, configuration issues, user education needs, and feature requests
• Manage support ticket queue and meet response/resolution time targets
• Draft clear, accurate client communications that resolve issues efficiently
• Coordinate with engineering and cross-functional teams on complex technical problems
• Build systems and processes to improve support function quality

What they're looking for

• B2B SaaS technical support experience
• Customer-facing technical problem-solving
• Troubleshooting and root cause analysis
• Clear written and verbal communication
• Ability to work under pressure with enterprise clients
• Ticket queue management
• Cross-functional collaboration
• Technical documentation and knowledge base building

Benefits

• Competitive salary: $85K-$135K USD
• Remote work opportunity
• Global team with 10+ languages
• Annual company offsites (2025 location: Cartagena)
• Fast-paced startup environment with high-impact work
• Meritocracy-based growth opportunities