Technical Support Engineer

🕒 April 30

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Kota

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

🤝 B2B

⚕️ Healthcare Insurance

👥 HR Tech

B2B • Healthcare Insurance • HR Tech

Kota is an all-in-one employee benefits platform that enables modern companies to manage health, pension, and life insurance benefits seamlessly. By providing a centralized command center for HR tools, Kota simplifies the setup and management of employee benefits while allowing employees to personalize their selections through an engaging app. With automated finance and payroll functionalities, Kota aims to reduce complexity and enhance the overall experience of both HR teams and employees.

📋 Description

• Own customer and partner issues end-to-end - from first contact through to resolution - adhering to defined SLA targets at every stage. • Investigate data mismatches, integration failures, and edge cases by reading logs, writing SQL queries, and reproducing issues in lower environments. • Implement safe, well-scoped fixes (e.g. configuration updates, data corrections, or small code changes) where appropriate, and escalate larger engineering work via Linear with clear context and reproduction steps • Serve as the primary triage layer between Intercom (customer-facing) and the engineering team, ensuring nothing falls through the cracks. • Be the first technical point of contact for embedded partners when integration issues arise - communicating clearly, with urgency, and in plain language. • Maintain a structured voice-of-customer tracker: log any recurring issues monthly, surface patterns, and present findings to product and engineering to drive long-term fixes. • Contribute to internal documentation and runbooks so that common issues can be resolved faster over time.

🎯 Requirements

• 3–4 years of experience in a technical support, application support at B2B SaaS or API-first companies. • Comfortable reading and debugging code (we primarily use TypeScript/Node.js/.NET/Postgres) - you don't need to build features, but you should be able to trace issues through a production codebase and understand where problems originate. • Strong working knowledge of REST APIs: you understand authentication flows (OAuth, API keys), webhooks, pagination, rate limits, and can debug API request/response issues without guidance. • Strong production debugging skills using logs, metrics, and traces, • RUM - you can independently investigate issues in observability tools (e.g. Datadog, Grafana, CloudWatch, Sentry) and trace problems across systems. • Proficient with SQL - you can write queries to investigate data issues, check database state, and validate records without waiting for someone else. • Experience working with ticketing and escalation tools (e.g. Intercom, Linear, Jira, Zendesk). • Excellent written communication: you can explain a complex technical issue to a non-technical HR manager and then turn around and write a precise bug report for an engineer. • High ownership mentality - you treat open issues as your personal responsibility until they are resolved.

🏖️ Benefits

• Health Insurance via Kota with generous allowance • Workplace Pension with matched contributions up to 5% via Kota • WFH stipend to support your home office • 25 days of Paid Time Off (PTO) - work hard and recharge fully • Annual company-wide offsite + dedicated team offsite • Attractive stock options for all employees