Original listing text, shown exactly as published by the company.
The Role
We are looking for our first dedicated Technical Support Engineer to own the operational health of Kota's embedded integrations. As we grow, we want a specialist who sits at the intersection of product and engineering, as well as customer support. The person will ensure our partners always have a fast, knowledgeable point of contact and that integration issues are resolved with precision.
This is not a traditional helpdesk role. You will be a technical first responder: someone who can navigate our codebase, query our databases, reproduce bugs, and identify root causes, proposing fixes or implementing safe, scoped changes where appropriate - while also serving as the clearest, most responsive face our partners interact with when things go wrong. You sit at the intersection of engineering and operations, reporting into the General Manager and working hand-in-hand with our engineering team.
What You'll Do
Triage & Resolution
- Own customer and partner issues end-to-end - from first contact through to resolution - adhering to defined SLA targets at every stage.
- Investigate data mismatches, integration failures, and edge cases by reading logs, writing SQL queries, and reproducing issues in lower environments.
- Implement safe, well-scoped fixes (e.g. configuration updates, data corrections, or small code changes) where appropriate, and escalate larger engineering work via Linear with clear context and reproduction steps
- Serve as the primary triage layer between Intercom (customer-facing) and the engineering team, ensuring nothing falls through the cracks.
- This role is not responsible for building new product features, but is expected to go deep technically to diagnose issues and ensure they are resolved correctly.
Partner & Customer Liaison
- Be the first technical point of contact for embedded partners when integration issues arise - communicating clearly, with urgency, and in plain language.
- Coordinate with our FDE teams to ensure smooth transitions from onboarding to go-live, and handle support escalations throughout the lifecycle.
- Set and manage expectations on resolution timelines; provide regular, proactive status updates until issues are closed.
Feedback Loops & Product Quality
- Maintain a structured voice-of-customer tracker: log any recurring issues monthly, surface patterns, and present findings to product and engineering to drive long-term fixes.
- Distinguish between issues that need an immediate fix vs. a systemic product-level solution, and advocate clearly for both.
- Contribute to internal documentation and runbooks so that common issues can be resolved faster over time.
- Participate in post-incident reviews and help define escalation frameworks and escalation thresholds.
What We're Looking For
Must-Have
- 3–4 years of experience in a technical support, application support at B2B SaaS or API-first companies.
- Comfortable reading and debugging code (we primarily use TypeScript/Node.js/.NET/Postgres) - you don't need to build features, but you should be able to trace issues through a production codebase and understand where problems originate.
- Strong working knowledge of REST APIs: you understand authentication flows (OAuth, API keys), webhooks, pagination, rate limits, and can debug API request/response issues without guidance.
- Strong production debugging skills using logs, metrics, and traces,
- RUM - you can independently investigate issues in observability tools (e.g. Datadog, Grafana, CloudWatch, Sentry) and trace problems across systems.
- Proficient with SQL - you can write queries to investigate data issues, check database state, and validate records without waiting for someone else.
- Experience working with ticketing and escalation tools (e.g. Intercom, Linear, Jira, Zendesk).
- Excellent written communication: you can explain a complex technical issue to a non-technical HR manager and then turn around and write a precise bug report for an engineer.
- High ownership mentality - you treat open issues as your personal responsibility until they are resolved.
Nice to Have
- Experience supporting payroll, HR, or benefits integrations (e.g. Workday, HiBob, Personio, Rippling).
- Familiarity with AWS infrastructure or cloud-native environments.
- Previous experience at a startup where the role required wearing multiple hats.
- Prior exposure to regulated industries (fintech, insurtech, healthtech) - you understand that data accuracy and audit trails matter.
- Experience working with embedded or white-label API products.
Who Thrives in This Role
The best people in this type of role are calm under pressure, relentlessly curious about why things break, and genuinely energised by helping partners succeed. You should be comfortable with ambiguity - not every issue will have a playbook, and you will often need to piece together root causes from incomplete information.
You take ownership of resolving problems end-to-end, and make good judgments about when to resolve directly vs escalate with strong context, but you know when a problem is bigger than you and you escalate it with full context rather than vague descriptions. You think in systems: when you fix something, you think about how to prevent the same class of problem from recurring.
How Youʼll Be Measured
- SLA adherence – first response time and time to resolution across ticket severity levels
- Escalation quality – issues escalated to engineering include clear
reproduction steps, root cause hypothesis, relevant logs/data, and defined impact.
- CSAT on technical escalations – partner satisfaction on complex/technical issue handling
- Recurring issue reduction – identification and tracking of recurring issues, with measurable reduction over time
- Resolution ownership – percentage of issues driven to resolution end-toend by the TSE (including those requiring engineering collaboration)
- Mean time to resolution (MTTR) – reduction in time taken to resolve technical escalations
