Lead Delivery Support

Role Overview

• 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.

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.

Tech Stack

• Azure
• Cloud
• Google Cloud Platform
• Grafana
• JavaScript
• SQL

Benefits

• Flexible working hour for our employees
• Learning experience in Conversational AI Industry