Technical Support Engineer

Summary

Kalepa builds professional-grade AI systems for insurers that support underwriting, claims, pricing, operations, and distribution workflows. The Technical Support Engineer will investigate and resolve technical issues across Kalepa’s AI underwriting platform, communicate with enterprise clients, coordinate with Engineering and cross-functional teams, and help build scalable support processes.

Responsibilities

• 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

Skills

• Kalepa is looking for an exceptional Technical Support Engineer with 3-5 years of experience in B2B SaaS technical support, customer-facing engineering, or a similar customer-facing technical role to be a critical member of our Support organization
• * 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

Qualifications

Must Haves

• Kalepa is looking for an exceptional Technical Support Engineer with 3-5 years of experience in B2B SaaS technical support, customer-facing engineering, or a similar customer-facing technical role to be a critical member of our Support organization
• * 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

Nice to Haves

• * Insurtech or Fintech product experience

Benefits

• Significant equity options package.
• 401(k) plan with employer match (regardless of employee contribution)
• 100% covered medical, 100% covered vision and dental for individuals and families, and others
• 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.