• Run Kata.ai's Technical Support function end-to-end — managing client issue triage, BAU client requests, SLA performance, incident response, RCA quality, and continuous workflow improvement — across Kata's chatbot, voice AI, and Omnichannel platforms for a portfolio of enterprise clients in regulated industries. • Lead the weekly Incident Review forum to convert recurring incidents into structured action items for Engineering and Product, so that clients experience reliable, fast, and high-quality service resolution — and so that operational insights flow back into Engineering and Product to systematically reduce recurring issues at the platform level.

• Works closely with peer groups to support an assigned area or function. • Develops requirements and designs documentation along with use cases, based on user input. • Designs workflow and business processes, completes application configuration/development and creates testing strategies. • Participates as part of a team that supports planning and implementation of new systems or functions and ensures that quality application maintenance and upgrades are delivered. • Completes assigned application configuration or development deliverables, and may be asked to lead teams in the completion and testing of their assigned deliverables. • Provides, and may lead, business analysis and support services for non-production and production environments, including requirements analysis, configuration, testing, and implementation. • Answers end user requests for support, including troubleshooting, break/fix support, researching, and solving problems, and serves as an escalation point to answer end user requests. • Maintains technical data integrity by creating and executing queries, reports and/or SQL, analyzing data, and identifying system improvements. • Participates in, and may be asked to lead, regular team retrospective events with a continuous improvement mindset.

• Provide services and support as a Professional, Technical and Administrative Support Services (PTASS) (Museum Technician) in the Defense, And Security Industry Sector focussing on Human Capital Solutions for clients such as Drug Enforcement Administration (DEA) | Department of Justice Located In and across the CONUS Region. • Support professional services engagement for Defense, And Security Sector Clients such as DEA.

Role Description As a Tier 1 Customer Support Engineer, you will be the front line of technical support for our clients across Latin America, responsible for resolving issues, documenting solutions, and ensuring every customer interaction is exceptional. - Own the Customer Experience: Serve as the primary point of contact (L1) for our business and communication application users, delivering timely and professional support. - Investigate and Resolve: Efficiently troubleshoot, reproduce, and document customer issues end-to-end within our ticketing system. - Drive Process Improvement: Identify and report on recurring technical issues, contributing insights to reduce future problems and enhance product stability. - Build Knowledge: Maintain and expand our internal Knowledge Base and refine IT process templates for better team efficiency. - Communicate Clearly: Translate complex technical issues into clear, actionable updates for customers, ensuring swift incident resolution. Qualifications - At least 1 year in a dedicated Technical Support, Helpdesk, or IT role. - Proven ability to troubleshoot application workflows, understand business logic, and utilize tools like Google Chrome Developer Tools. - Exceptional customer communication skills (written and verbal). - Professional working proficiency in English (B2/Upper-Intermediate or higher). - Highly reliable, organized, and detail-oriented, with the flexibility to cover shifts needed to support our LATAM client base. Requirements - Familiarity with monitoring and logging tools such as Prometheus, Grafana, Kibana, or the ELK stack. - Basic understanding of Jira, SQL, HTTP/API fundamentals, or VoIP systems. - Experience with Kubernetes or general containerized environments. Company Description We specialize in the implementation, integration and maintenance of business information systems. We provide a wide spectrum of solutions - from SMB business solutions to Enterprise Wide Information solutions.