Technical Support Engineer (Freelance)

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.

Responsible for configuring WhatsApp Business API, Kata CX, and Omnichannel accounts, resolving technical issues via email, tickets, WhatsApp, and SeaTalk, proactively monitoring system health, maintaining custom client reports, managing Kata CX credit top-ups, addressing client inquiries regarding chatbot functionality, data reports, WhatsApp API, and the Kata CX platform, investigating incidents through log analysis, and creating Root Cause Analysis (RCA) documentation (HOW) for the company’s chatbot ecosystem and communication infrastructure (WHAT) to ensure 24/7 operational stability, seamless service continuity, and the delivery of expert technical guidance and accurate, data-driven insights for all clients (WHY).

Experience

• Professional Background: Minimum 0–2 years of experience in Technical Support, Application Support, or System Integration, preferably within a SaaS, AI, or Fintech company.
• Chatbot & GenAI Platforms: Proven experience in managing conversational AI platforms (e.g., Kata.ai, Chatgpt, Gemini), including bot flow configurations and intent troubleshooting.
• Messaging API Management: Demonstrated experience in setting up and managing WhatsApp Business API (WABA) accounts, including Meta Business Manager verification and message template approvals.
• API & Integration Troubleshooting: Hands-on experience using Postman or cURL to test and debug RESTful APIs and Webhooks.
• Incident Investigation: Solid background in log analysis (using tools like Grafana) to identify root causes of system failures or message delivery drops.
• Client-Facing Support: Experience handling Enterprise-level clients via multi-channel support systems (E-Mail, Freshdesk, WhatsApp, or SeaTalk) while maintaining strict SLAs.
• Administrative Operations: Experience in managing financial-technical tasks, such as credit top-ups, or quota management within a platform ecosystem.
• Technical Documentation: Proven track record of creating Root Cause Analysis (RCA) reports and internal technical knowledge base (FAQ) articles.

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.

Shifting schedule is required — this role operates across 2 shifts (morning & night). Candidates must be comfortable and available to work on a rotating shift basis.