Technical Support Engineer

Responsibilities

• Technical Investigation & Resolution
• Investigate reported issues end to end within Kalepa’s AI underwriting platform. Coordinate technical resolution end-to-end.
• Distinguish working-as-expected behavior from genuine bugs, configuration issues, user education gaps, and feature requests.
• Manage your own queue and hit response and resolution targets consistently.
• Client Communication
• Draft responses to Kalepa’s clients that are clear, accurate, and resolve the issue without unnecessary back and forth.
• Maintain professional, consistent communication across all client touchpoints.
• Engineering & Cross-Functional Coordination
• File Jira tickets with full diagnostic context when issues are confirmed bugs, so Engineering has what they need to resolve quickly.
• Identify patterns across tickets and surface them to Client Success and Product as themes worth addressing structurally.

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