Technical Support Engineer

Responsibilities

• Configure WhatsApp Business API, Kata CX, and Omnichannel accounts
• Resolve technical issues via email, tickets, WhatsApp, and SeaTalk
• Proactively monitor system health and maintain custom client reports
• Manage Kata CX credit top-ups and address client inquiries regarding chatbot functionality
• Investigate incidents through log analysis and create Root Cause Analysis (RCA) documentation
• Ensure 24/7 operational stability and seamless service continuity

Requirements

• 0–2 years of experience in Technical Support, Application Support, or System Integration
• Experience with conversational AI platforms (e.g., Kata.ai, ChatGPT, Gemini)
• Experience managing WhatsApp Business API (WABA) and Meta Business Manager
• Proficiency in testing and debugging RESTful APIs and Webhooks using Postman or cURL
• Background in log analysis using tools like Grafana
• Experience handling enterprise-level clients via multi-channel support systems
• Basic to intermediate knowledge of JSON or JavaScript
• Proficiency in Excel/Google Sheets and SQL for data reporting
• Ability to work on a rotating shift basis (morning and night shifts)

About the Company

Kata.ai is an Indonesian Conversational Artificial Intelligence company focused on creating technology to enhance the understanding of human conversations. Their NLP technology powers chatbots for major corporations across various industries including FMCG, Telco, Financial Services, and Retail.