Elevating Enterprises Through The Power of Intelligent Digital Transformation #AchieveMore
Technical Support Engineer – Freelance
Location
Indonesia
Posted
114 days ago
Salary
0
Seniority
Junior
Job Description
Technical Support Engineer – Freelance
Kata.ai
• Responsible for configuring WhatsApp Business API, Kata CX, and Omnichannel accounts. • Resolving technical issues via email, tickets, WhatsApp, and SeaTalk. • Proactively monitoring system health and maintaining custom client reports. • Managing Kata CX credit top-ups and addressing client inquiries regarding chatbot functionality. • Investigating incidents through log analysis and creating Root Cause Analysis (RCA) documentation.
Job Requirements
- Minimum 0–2 years of experience in Technical Support, Application Support, or System Integration, preferably within a SaaS, AI, or Fintech company.
- Proven experience in managing conversational AI platforms (e.g., Kata.ai, Chatgpt, Gemini), including bot flow configurations and intent troubleshooting.
- Demonstrated experience in setting up and managing WhatsApp Business API (WABA) accounts, including Meta Business Manager verification and message template approvals.
- Hands-on experience using Postman or cURL to test and debug RESTful APIs and Webhooks.
- Solid background in log analysis (using tools like Grafana) to identify root causes of system failures or message delivery drops.
- Experience handling Enterprise-level clients via multi-channel support systems (E-Mail, Freshdesk, WhatsApp, or SeaTalk) while maintaining strict SLAs.
- Experience in managing financial-technical tasks, such as credit top-ups, or quota management within a platform ecosystem.
- Proven track record of creating Root Cause Analysis (RCA) reports and internal technical knowledge base (FAQ) articles.
- Basic to intermediate knowledge of JSON or JavaScript for log analysis and workflow troubleshooting.
- Ability to use monitoring and logging tools (e.g., Grafana) to perform incident investigation and identify system errors.
- Proficiency in Excel/Google Sheets (advanced formulas) and SQL for maintaining custom client data reports.
Benefits
- Shifting schedule is required — this role operates across 2 shifts (morning & night). Candidates must be comfortable and available to work on a rotating shift basis.
Related Guides
Related Categories
Related Job Pages
More Support Engineer Jobs
• Provide technical and functional assistance to users remotely (phone, e-mail, chat, ticketing) • Resolve first-level incidents and escalate more complex issues to the appropriate technical teams • Receive and analyze user requests • Provide Level 1 technical support (diagnosis, identification and resolution of incidents) • Monitor tickets and report on interventions • Write and update technical documentation and knowledge base
Analista de Soporte TI – Mesa de Ayuda
It Green / Green SolutionsGeneramos eficiencia a través de servicios y soluciones integrales en Tecnología de la Información.
• Brindar solución a las incidencias reportadas por los puntos de venta • Filtrar las incidencias reportadas al equipo de desarrollo • Dar apoyo en los puntos de ventas en el manejo del sistema de ventas. • No se interactúa presencialmente con los usuarios, todo es de forma virtual.
Technical Support Engineer, Cloud
Adecco Professional Colombia-[Página inactiva] Encuéntranos como Spring Professional Colombia
• Soporte técnico en la nube • Trabajo con tecnologías de alto nivel en un entorno global
Technical - Developer Support Specialist
HoneywellHoneywell is an award-winning Fortune 100 company that aims to make the world a more sustainable, cleaner, secure, productive, and connected place with the help
Provide technical and developer support for Niagara-based solutions. Manage support inquiries in CRM, perform root cause analysis, apply software updates, and assist developers with appliance design and Niagara API usage.
