Kata.ai

Indonesian enterprise chatbot platform with NLP

Technical Support Engineer - Freelance

Customer SupportConfirmed live in the last 24 hours

ContractSouth Jakarta, South Jakarta City, Jakarta, IndonesiaNo salary listedRemote

About the Job

Requirements

Minimum 0–2 years of experience in Technical Support, Application Support, or System Integration; experience in a SaaS, AI, or Fintech company is preferred.
Experience managing conversational AI platforms, including bot-flow configuration and intent troubleshooting.
Experience setting up and managing WhatsApp Business API accounts, including Meta Business Manager verification and message-template approvals.
Hands-on experience using Postman or cURL to test and debug RESTful APIs and webhooks.
Experience analyzing logs, including with Grafana, to identify system-failure root causes or message-delivery drops.
Experience supporting enterprise-level clients through email, Freshdesk, WhatsApp, or SeaTalk while maintaining service-level agreements.
Experience managing platform credit top-ups or quota administration.
Experience creating Root Cause Analysis reports and internal technical knowledge-base articles.
Proficiency in testing and troubleshooting RESTful APIs and webhooks using tools such as Postman.
Basic to intermediate knowledge of JSON or JavaScript for log analysis and workflow troubleshooting.
Experience configuring WhatsApp Business API and Meta Business Suite.
Experience managing AI or chatbot platforms such as Kata CX or Kata Platform, or similar natural-language-processing-based systems.
Ability to use monitoring and logging tools such as Grafana for incident investigation and system-error identification.
Proficiency with advanced Excel or Google Sheets formulas and SQL for maintaining client data reports.
Must be available to work rotating morning and night shifts.

Responsibilities

Configure WhatsApp Business API, Kata CX, and omnichannel accounts.
Resolve technical issues through email, tickets, WhatsApp, and SeaTalk.
Proactively monitor system health.
Maintain custom client reports.
Manage Kata CX credit top-ups.
Address client inquiries about chatbot functionality, data reports, WhatsApp API, and the Kata CX platform.
Investigate incidents through log analysis.
Create Root Cause Analysis documentation for the chatbot ecosystem and communication infrastructure.

Desired Qualifications

Experience in a SaaS, AI, or Fintech company.

Job Description

Responsible for configuring WhatsApp Business API, Kata CX, and Omnichannel accounts, resolving technical issues via email, tickets, WhatsApp, and SeaTalk, proactively monitoring system health, maintaining custom client reports, managing Kata CX credit top-ups, addressing client inquiries regarding chatbot functionality, data reports, WhatsApp API, and the Kata CX platform, investigating incidents through log analysis, and creating Root Cause Analysis (RCA) documentation (HOW) for the company’s chatbot ecosystem and communication infrastructure (WHAT) to ensure 24/7 operational stability, seamless service continuity, and the delivery of expert technical guidance and accurate, data-driven insights for all clients (WHY).

Qualifications

Experience :

Professional Background: Minimum 0–2 years of experience in Technical Support, Application Support, or System Integration, preferably within a SaaS, AI, or Fintech company.
Chatbot & GenAI Platforms: Proven experience in managing conversational AI platforms (e.g., Kata.ai, Chatgpt, Gemini), including bot flow configurations and intent troubleshooting.
Messaging API Management: Demonstrated experience in setting up and managing WhatsApp Business API (WABA) accounts, including Meta Business Manager verification and message template approvals.
API & Integration Troubleshooting: Hands-on experience using Postman or cURL to test and debug RESTful APIs and Webhooks.
Incident Investigation: Solid background in log analysis (using tools like Grafana) to identify root causes of system failures or message delivery drops.
Client-Facing Support: Experience handling Enterprise-level clients via multi-channel support systems (E-Mail, Freshdesk, WhatsApp, or SeaTalk) while maintaining strict SLAs.
Administrative Operations: Experience in managing financial-technical tasks, such as credit top-ups, or quota management within a platform ecosystem.
Technical Documentation: Proven track record of creating Root Cause Analysis (RCA) reports and internal technical knowledge base (FAQ) articles.

Technical Skills :

API & Webhooks: Proficiency in testing and troubleshooting RESTful APIs using tools like Postman.
Programming/Scripting: Basic to intermediate knowledge of JSON or JavaScript for log analysis and workflow troubleshooting.
Platform Expertise: Hands-on experience with WhatsApp Business API (WABA) configurations and Meta Business Suite.
Bot Platforms: Experience managing AI/Chatbot platforms like Kata CX, Kata Platform, or similar NLP-based systems.
Log Analysis: Ability to use monitoring and logging tools (e.g., Grafana) to perform incident investigation and identify system errors.
Data Reporting: Proficiency in Excel/Google Sheets (advanced formulas) and SQL for maintaining custom client data reports.

Additional Information

Shifting schedule is required — this role operates across 2 shifts (morning & night). Candidates must be comfortable and available to work on a rotating shift basis.

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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