Technical Support Engineer

🕒 Maio 9

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Kalepa

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🤖 Inteligência Artificial

💰 $14.000.000 Series A em 2021-09

Artificial Intelligence • Insurance

A Kalepa é uma empresa focada em revolucionar a área de subscrição de seguros por meio do seu software Copilot, impulsionado por AI. O Copilot ajuda subscritores a tomar decisões mais embasadas ao consolidar informações críticas e simplificar o processo de subscrição, aumentando a eficiência e a rentabilidade para seguradoras e MGAs. A Kalepa assegura que subscritores de seguros comerciais e de linhas especiais possam emitir rapidamente cobertura para os riscos mais lucrativos, fornecendo insights e ferramentas essenciais. A tecnologia da empresa busca reduzir a complexidade, aprimorar a qualidade da subscrição e impulsionar o crescimento do setor de seguros.

Descrição

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

🎯 Requisitos

• Experience at a high-growth tech startup. • You have 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. • You communicate clearly in writing. You can explain technical issues to non-technical audiences and write responses that hold up under scrutiny from sophisticated users. • You are comfortable operating in ambiguity. Many of the issues you will own do not have a documented answer, and the right resolution requires synthesizing product behavior, client context, and operational judgment. • You are operationally disciplined. You manage your own queue, hit response targets consistently, and do not let things age. • You are metrics-driven, with a strong ability to combine quantitative and qualitative insights. • You value open, direct, and respectful communication. • You enjoy being part of a collaborative, thoughtful, and purpose-driven environment. • Experience supporting complex data-heavy SaaS products • Insurtech or Fintech product experience as a plus.

🏖️ Benefícios

• 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 • Work with an ambitious, smart, global, and fun team to transform a $1T global industry. • 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.