[Hiring] Technical Support Engineer @Kalepa

Role Description

Kalepa is looking for an exceptional Technical Support Engineer with 3-5 years of experience in B2B SaaS technical support, customer-facing engineering, or a similar customer-facing technical role to be a critical member of our Support organization. This role is designed to own the technical investigation and resolution of issues across Kalepa's AI platform for insurance.

You'll be the connective tissue between our customers and our development teams, triaging and investigating complex technical issues, driving resolutions, and building the systems and processes that make our support function world-class. You'll work directly with large-scale enterprise clients who rely on Kalepa's platform to make critical decisions, so your ability to earn trust, communicate clearly under pressure, and go deep on technical problems is critical.

What you'll do:

• 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.
• Product & Subject Matter Expertise:
  • Become an expert user of Kalepa, with deep familiarity across workflows, edge cases, and product behavior.
  • Build and maintain per-client implementation knowledge.

Qualifications

• Experience at a high-growth tech startup.
• 3-5 years of experience in a Technical Support Engineer, Senior Technical Solutions Specialist, or similar customer-facing technical role at a B2B SaaS company.
• Clear written communication skills, able to explain technical issues to non-technical audiences.
• Comfortable operating in ambiguity, synthesizing product behavior, client context, and operational judgment.
• Operationally disciplined, managing your own queue and hitting response targets consistently.
• Metrics-driven, with a strong ability to combine quantitative and qualitative insights.
• Values open, direct, and respectful communication.
• Enjoys being part of a collaborative, thoughtful, and purpose-driven environment.
• Experience supporting complex data-heavy SaaS products.

Requirements

• Insurtech or Fintech product experience (as a plus).

Benefits

• Competitive salary (based on experience level).
• Significant equity options package.
• 401(k) plan with employer match (regardless of employee contribution).
• Excellent benefits: 100% covered medical, 100% covered vision and dental for individuals and families, and others.
• 20 days of PTO a year.
• Global team offsites (2021 - Playa del Carmen, 2022 - Rome, 2023 - Buenos Aires, 2024 - Lisbon, 2025 - Cartagena).
• Healthy living/gym stipend.
• Mobile phone bill stipend.
• Continuing education credits.