Run Kata.ai's Technical Support function end-to-end, managing client issue triage, BAU client requests, SLA performance, incident response, RCA quality, and continuous workflow improvement.
Lead the weekly Incident Review forum to convert recurring incidents into structured action items for Engineering and Product.
Ensure clients experience reliable, fast, and high-quality service resolution, with operational insights flowing back into Engineering and Product.

Qualifications:

3–5 years in technical support, customer success engineering, or operations roles, with at least 1 year leading or coordinating a team.
Hands-on experience managing SLA-driven support operations for B2B/enterprise clients, ideally in SaaS or messaging platform environments.
Bachelor's degree in Computer Science, Information Technology, or related technical field.

Technical Skills:

Ticketing & Service Management: Hands-on with Zendesk, Freshdesk, Jira Service Management, Intercom, or equivalent.
Messaging & Communication Platforms: WhatsApp Business API, SeaTalk, Email.
Log Analysis & Troubleshooting: Comfortable with Kibana, Grafana, GCP Logging, or equivalent.

Kata.ai

Kata.ai is an Indonesian Conversational Artificial Intelligence company that creates technology to enhance understanding of human conversations. Established in 2015, the company has become a trusted partner for major corporations such as Microsoft, Accenture, and Line, and received Series-B funding in 2020.

Apply for This Position