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Lead Delivery Support
Location
Indonesia
Posted
1 day ago
Salary
0
Seniority
Senior
Job Description
Lead Delivery Support
Kata.ai
• Lead and operate the Technical Support function — managing client issue triage, BAU client requests, SLA performance, incident response, RCA quality, and continuous workflow improvement — for Kata's chatbot, voice AI, and Omnichannel platforms across a portfolio of enterprise clients in regulated industries. • Chair the weekly Incident Review forum to convert recurring incidents into structured action items for Engineering and Product, so that clients experience reliable 24/7 service continuity, fast and high-quality resolution, and so that operational insights flow back into Engineering and Product teams to systematically reduce recurring issues at the platform level.
Job Requirements
- 3–5 years in technical support, customer success engineering, or operations roles, with at least 1 year leading or coordinating a team
- Hands-on experience managing SLA-driven support operations for B2B / enterprise clients, ideally in SaaS or messaging platform environments
- Hands-on troubleshooting experience with WhatsApp Business API, chatbot platforms, or conversational AI products
- Track record of producing RCA documentation for production incidents to enterprise clients
- Experience designing shift schedules, on-call rotations, or capacity plans
- Exposure to IT security practices in a support or operations context, handling client data responsibly, applying access-control basics, recognizing security-sensitive incidents is a plus
- Bachelor's degree in Computer Science, Information Technology, Information Systems, or related technical field
- ITIL Foundation certification or equivalent service management training is a strong plus
- Cloud or platform certifications (GCP/Azure, Meta Business Partner) are advantageous
- IT Security certifications (CompTIA Security+, ISO/IEC 27001 Foundation, CEH, or equivalent) are a plus
- API & Webhooks: Proficiency in testing and troubleshooting RESTful APIs using tools like Postman.
- Programming/Scripting: Basic to intermediate knowledge of JSON or JavaScript for log analysis and workflow troubleshooting.
- Platform Expertise: Hands-on experience with WhatsApp Business API (WABA) configurations and Meta Business Suite.
- Bot Platforms: Experience managing AI/Chatbot platforms like Kata CX, Kata Platform, or similar NLP-based systems.
- Log Analysis: Ability to use monitoring and logging tools (e.g., Grafana) to perform incident investigation and identify system errors.
- Data Reporting: Proficiency in Excel/Google Sheets (advanced formulas) and SQL for maintaining custom client data reports.
Benefits
- Flexible working hour for our employees
- Learning experience in Conversational AI Industry
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