Technical Support Engineer

Kalepa

Technical Support Engineer investigating and resolving issues within Kalepa's AI underwriting platform for B2B SaaS. Serving as a vital link between customers and development teams in a dynamic tech startup environment.

Posted 5/9/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $85,000 - $135,000 per yearWebsite

About the role

Key responsibilities & impact

Investigate reported issues end to end within Kalepa’s AI underwriting platform. Coordinate technical resolution end-to-end.
Distinguish working-as-expected behavior from genuine bugs, configuration issues, user education gaps, and feature requests.
Manage your own queue and hit response and resolution targets consistently.
Draft responses to Kalepa’s clients that are clear, accurate, and resolve the issue without unnecessary back and forth.
Maintain professional, consistent communication across all client touchpoints.
File Jira tickets with full diagnostic context when issues are confirmed bugs, so Engineering has what they need to resolve quickly.
Identify patterns across tickets and surface them to Client Success and Product as themes worth addressing structurally.
Become an expert user of Kalepa, with deep familiarity across workflows, edge cases, and product behavior. Build and maintain per-client implementation knowledge.

Requirements

What you’ll need

Experience at a high-growth tech startup.
You have 3-5 years of experience in a Technical Support Engineer, Senior Technical Solutions Specialist, or similar customer-facing technical role at a B2B SaaS company.
You communicate clearly in writing. You can explain technical issues to non-technical audiences and write responses that hold up under scrutiny from sophisticated users.
You are comfortable operating in ambiguity. Many of the issues you will own do not have a documented answer, and the right resolution requires synthesizing product behavior, client context, and operational judgment.
You are operationally disciplined. You manage your own queue, hit response targets consistently, and do not let things age.
You are metrics-driven, with a strong ability to combine quantitative and qualitative insights.
You value open, direct, and respectful communication.
You enjoy being part of a collaborative, thoughtful, and purpose-driven environment.
Experience supporting complex data-heavy SaaS products
Insurtech or Fintech product experience as a plus.

Benefits

Comp & perks

Competitive salary (based on experience level).
Significant equity options package.
401(k) plan with employer match (regardless of employee contribution)
Excellent benefits: 100% covered medical, 100% covered vision and dental for individuals and families, and others
Work with an ambitious, smart, global, and fun team to transform a $1T global industry.
20 days of PTO a year
Global team offsites (2021 - Playa del Carmen, 2022 - Rome, 2023 - Buenos Aires, 2024 - Lisbon, 2025 - Cartagena)
Healthy living/gym stipend. Mobile phone bill stipend.
Continuing education credits.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportissue resolutionbug identificationJiradata analysisSaaSproduct behavior analysisclient implementation knowledgediagnostic contextmetrics-driven

Soft Skills

clear communicationoperational disciplineproblem-solvingcollaborationadaptabilitycustomer-facingwriting skillsrespectful communicationsynthesis of informationattention to detail