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Technical Support Engineer

4 months ago
United States
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
JIRA
Apply Now
Kalepa

Kalepa

Kalepa's AI underwriting solutions empower P&C insurers to confidently assess risks and boost profitability with precision.

Insurance
11-50
Founded 2018
$14M raised
View All Jobs 15

Description

  • Investigate reported issues end to end within Kalepa’s AI underwriting platform and coordinate technical resolution.
  • Differentiate expected product behavior from bugs, configuration problems, user education gaps, and feature requests.
  • Manage a personal support queue and consistently meet response and resolution targets.
  • Draft clear, accurate client responses that resolve issues with minimal back-and-forth.
  • Maintain professional and consistent communication across all client touchpoints.
  • File Jira tickets with complete diagnostic context when bugs are confirmed.
  • Identify recurring patterns across support tickets and surface them to Client Success and Product.
  • Become an expert user of Kalepa’s platform, including workflows, edge cases, and product behavior.
  • Build and maintain per-client implementation knowledge.
  • Collaborate cross-functionally to improve support processes and the overall support function.

Requirements

  • 3-5 years of experience in Technical Support Engineer, Senior Technical Solutions Specialist, or a similar customer-facing technical role at a B2B SaaS company.
  • Experience at a high-growth tech startup.
  • Strong written communication skills with the ability to explain technical issues to non-technical audiences.
  • Comfort operating in ambiguity and synthesizing product behavior, client context, and operational judgment.
  • Operational discipline with the ability to manage a queue and hit response targets consistently.
  • Metrics-driven mindset with the ability to combine quantitative and qualitative insights.
  • Preference for open, direct, and respectful communication.
  • Experience supporting complex data-heavy SaaS products.
  • Insurtech or Fintech product experience is a plus.
  • USA-based remote work location.
  • Salary range of $85K-$135K USD.

Benefits

  • Competitive salary based on experience level.
  • Significant equity options package.
  • 401(k) plan with employer match regardless of employee contribution.
  • 100% covered medical, vision, and dental insurance for individuals and families.
  • 20 days of PTO per year.
  • Healthy living and gym stipend plus mobile phone bill stipend.
  • Continuing education credits.
  • Global team offsites and the opportunity to work with an ambitious, global team.

Interested in this position?

Apply directly on the company website

Apply Now

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