Lead Delivery Support (Remote)

Kata.ai is an Indonesian Conversational Artificial Intelligence company with a focus on creating technology to enhance the understanding of human conversations, improving the way humans collaborate with machines. Kata.ai’s Natural Language Processing (NLP) technology powers MultiPurpose chatbots (virtual customer service / virtual friend) for major corporations in Indonesia across different kinds of industries such as Unilever (FMCG), Telkomsel (Telco), Bank BRI (Financial Services), and Alfamart (Retail). The company’s proprietary Kata Bot Platform can be leveraged to create feature-rich chatbots on top of Kata.ai’s robust and scalable AI technology platform, ensuring company of any size can easily build their own chatbot on any messaging platform. With this platform, it is now possible for the business to focus on designing engaging interaction for their customers, while Kata.ai handles all the technology aspects of the chatbots. Established in 2015, the company has become a trusted partner for major corporations such as Microsoft, Accenture, and Line. In 2020, the company received Series-B funding from TransPacific Technology Fund and MDI Venture. 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. Experience : 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 Qualifications & Education : 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 Technical Skills : 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. We value a flexible working hour for our employees. The most important is we provide a learning experience in Conversational AI Industry.