Kata.ai

Indonesian enterprise chatbot platform with NLP

Senior Technical Support Engineer

Customer SupportConfirmed live in the last 24 hours

Full-timeSouth Jakarta, South Jakarta City, Jakarta, IndonesiaNo salary listedRemote

About the Job

Requirements

Three to five years in technical support, customer success engineering, or operations roles, including at least one year leading or coordinating a team.
Hands-on experience managing service-level-agreement-driven support operations for business-to-business or enterprise clients; experience in software-as-a-service or messaging platform environments is preferred.
Hands-on troubleshooting experience with WhatsApp Business API, chatbot platforms, or conversational AI products.
Track record of producing root-cause-analysis documentation for production incidents for enterprise clients.
Experience designing shift schedules, on-call rotations, or capacity plans.
Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related technical field.
Hands-on experience with at least one major ticketing or service management system, such as Zendesk, Freshdesk, Jira Service Management, or Intercom, including service-level-agreement configuration, queue routing, and reporting.
Experience with WhatsApp Business API, SeaTalk, and email, including template approvals, business verification, and webhook delivery troubleshooting.
Ability to read application logs, API responses, and webhook payloads to isolate root causes, with familiarity with Kibana, Grafana, GCP Logging, or equivalent tools.
Proficiency in REST API testing using Postman or cURL, and understanding of webhook signatures, retries, and rate limiting.
Working knowledge of chatbot architectures, natural-language-understanding and intent debugging, and conversation-flow troubleshooting, such as Kata CX or equivalent.
Working familiarity with GCP or Azure for navigating logs, monitoring dashboards, and basic resource-health checks.
Experience producing root-cause-analysis documents and operational dashboards, and comfort using Google Sheets, Excel, or business-intelligence tools for service-level-agreement reporting.

Responsibilities

Run the Technical Support function end-to-end across the chatbot, voice AI, and Omnichannel platforms for a portfolio of enterprise clients in regulated industries.
Manage client issue triage, business-as-usual client requests, service-level-agreement performance, incident response, root-cause-analysis quality, and continuous workflow improvement.
Lead the weekly Incident Review forum and convert recurring incidents into structured action items for Engineering and Product.
Improve client service reliability, speed, and quality of resolution, and ensure operational insights are fed back to Engineering and Product to reduce recurring platform-level issues.

Desired Qualifications

Exposure to IT security practices in a support or operations context, including responsible handling of client data, applying access-control basics, and recognizing security-sensitive incidents.
ITIL Foundation certification or equivalent service management training.
Cloud or platform certifications such as GCP, Azure, or Meta Business Partner.
IT security certifications such as CompTIA Security+, ISO/IEC 27001 Foundation, or CEH.
Basic scripting in Python or Bash, or no-code automation using Zapier or n8n, for repetitive support tasks.

Job Description

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 — across Kata's chatbot, voice AI, and Omnichannel platforms for a portfolio of enterprise clients in regulated industries. Lead the weekly Incident Review forum to convert recurring incidents into structured action items for Engineering and Product, so that clients experience reliable, fast, and high-quality service resolution — and so that operational insights flow back into Engineering and Product to systematically reduce recurring issues at the platform level.

Qualifications

Experience :

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
Hands-on troubleshooting experience with WhatsApp Business API, chatbot platforms, or conversational AI products
Track record of producing RCA documentation for production incidents to enterprise clients
Experience designing shift schedules, on-call rotations, or capacity plans
Exposure to IT security practices in a support or operations context, handling client data responsibly, applying access-control basics, recognizing security-sensitive incidents is a plus

Qualifications & Education :

Bachelor's degree in Computer Science, Information Technology, Information Systems, or related technical field
ITIL Foundation certification or equivalent service management training is a strong plus
Cloud or platform certifications (GCP/Azure, Meta Business Partner) are advantageous
IT Security certifications (CompTIA Security+, ISO/IEC 27001 Foundation, CEH, or equivalent) are a plus

Technical Skills :

Ticketing & Service Management: Hands-on with at least one major system (Zendesk, Freshdesk, Jira Service Management, Intercom, or equivalent) — including SLA configuration, queue routing, and reporting
Messaging & Communication Platforms: WhatsApp Business API, SeaTalk, Email — including template approvals, business verification, and webhook delivery troubleshooting
Log Analysis & Troubleshooting: Reading application logs, API responses, and webhook payloads to isolate root causes, comfort with Kibana, Grafana, GCP Logging, or equivalent
API & Webhooks: Proficient with REST API testing (Postman, cURL); understands webhook signatures, retries, and rate limiting
Chatbot & Conversational AI Platforms: Working knowledge of chatbot architectures, NLU/intent debugging, and conversation flow troubleshooting (Kata CX or equivalent)
Cloud Platforms: Working familiarity with GCP and/or Azure for navigating logs, monitoring dashboards, and basic resource-health checks
Reporting & Documentation: Experience producing RCA documents and operational dashboards; comfort with Google Sheets / Excel / BI tools for SLA reporting
Automation (plus): Basic scripting (Python, Bash) or no-code automation (Zapier, n8n) for repetitive support tasks

Job Title : Senior (Functional Lead, Individual Contributor)

Job Level : Mid / SeniorEmployment

Status : Full-Time, Permanent

Additional Information

We value a flexible working hour for our employees.

The most important is we provide a learning experience in Conversational AI Industry.

About the Company

Kata.ai

Indonesian enterprise chatbot platform with NLP

Kata.ai is an Indonesian B2B AI software company that provides an enterprise chatbot platform called the Kata Conversational Suite. The platform lets businesses build, manage, and deploy chatbots across messaging channels (WhatsApp, LINE, Facebook) using a proprietary Indonesian NLP engine to handle local language and dialects. Key components include Kata Flow (bot development), Kata NL (natural language model training), and Kata Omnichat (customer service workflow between bots and human agents). The business model combines a one-time setup fee with annual usage-based subscription fees. Kata.ai differentiates itself with a language-focused NLP stack tailored to Indonesian, an omnichannel approach, and strategic partnerships and acquisitions (e.g., HeyKuya) to expand service delivery. The company's goal is to help enterprises improve customer engagement and automate support through AI-powered chatbots across multiple channels, primarily in Indonesia and the region.

Company size: 51-200
Company stage: Series A
Total funding: $3.5M
Headquarters: Jakarta, Indonesia
Founded: 2015

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