Technical Support Engineer

Kalepa
United States
Workplace: RemoteFull timeUSD 85,000 - 135,000 annuallyFunction: Customer Support (Service Desk)Experience: 3-5 yearsSkills: ["Clear communication","Ability to work in ambiguity","Operational discipline","Metrics-driven","Collaborative problem-solving"]

Own end-to-end technical investigation and resolution of customer issues across Kalepa’s AI underwriting platform. Triage complex problems, distinguish bugs from expected behavior, and drive clear client communications while meeting response and resolution targets. Serve as the connective tissue between enterprise customers and engineering by filing well-documented Jira tickets, identifying recurring themes, and building deep product/implementation knowledge. Collaborate across Support, Client Success, and Product to improve support processes.

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FursaFursa
Kalepa
Kalepa
4 months ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own end-to-end technical investigation and resolution of customer issues across Kalepa’s AI underwriting platform. Triage complex problems, distinguish bugs from expected behavior, and drive clear client communications while meeting response and resolution targets. Serve as the connective tissue between enterprise customers and engineering by filing well-documented Jira tickets, identifying recurring themes, and building deep product/implementation knowledge. Collaborate across Support, Client Success, and Product to improve support processes.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Investigate reported issues end to end within Kalepa’s AI underwriting platform and coordinate technical resolution.
  • •Distinguish working-as-expected behavior from genuine bugs, configuration issues, user education gaps, and feature requests.
  • •Manage your own queue and consistently meet response and resolution targets.
  • •Draft clear, accurate client responses that resolve issues with minimal back-and-forth and maintain consistent communication.
  • •File Jira tickets with full diagnostic context for confirmed bugs and surface recurring themes to Client Success and Product.

Pay and Benefits

Salary: USD 85,000 - 135,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceVisionDental401kPaid LeaveEquityGym MembershipLearning Budget

Key Requirements

  • •3-5 years of experience in a Technical Support Engineer or similar customer-facing technical role at a B2B SaaS company.
  • •Experience supporting complex, data-heavy SaaS products.
  • •Ability to communicate clearly in writing and explain technical issues to non-technical audiences.
  • •Comfort operating in ambiguity and synthesizing product behavior, client context, and operational judgment to reach resolution.
  • •Operational discipline managing your own queue and consistently hitting response targets.
Experience:3-5 yearsB2B SaaSHigh-growth startupsData-heavy SaaSInsurtechFintech
Skills:Clear communicationAbility to work in ambiguityOperational disciplineMetrics-drivenCollaborative problem-solving
Tech Stack:Jira

Company Brief

Kalepa
Provides a lending decisioning and credit automation platform that helps banks and lenders automate SME loan origination, underwriting, and risk decisioning using data aggregation and analytics.
Industry: Lending
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