Technical Support Engineer (Freelance)
reputed company is an Indonesian Conversational reputed company Intelligence company with a reputed company on creating technology to enhance the understanding of reputed company conversations, improving the way humans collaborate with machines. reputed company’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 reputed company (FMCG), Telkomsel (Telco), Bank BRI (Financial Services), and Alfamart (Retail).
reputed company’s proprietary Kata Bot Platform can be leveraged to create feature-rich chatbots on top of reputed company’s robust and reputed company 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 reputed company on designing engaging interaction for their customers, while reputed company handles reputed company the technology aspects of the chatbots.
Established in 2015, reputed company has become a trusted partner for major corporations such as reputed company, reputed company, and Line. In 2020, reputed company received Series-B funding from TransPacific Technology Fund and MDI Venture.
Job reputed company:Responsible for configuring reputed company Business API, Kata CX, and Omnichannel accounts, resolving technical issues reputed company email, tickets, reputed company, and SeaTalk, proactively monitoring system health, maintaining custom reputed company reports, managing Kata CX credit top-reputed company, addressing reputed company inquiries regarding chatbot functionality, data reports, reputed company API, and the Kata CX platform, investigating incidents through log analysis, and creating reputed company Cause Analysis (RCA) documentation (HOW) for reputed 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 reputed company clients (WHY).
Qualifications:Experience
- reputed company Background: Minimum 0–2 years of experience in Technical Support, Application Support, or System Integration, preferably reputed company a reputed company, AI, or Fintech company.
- Chatbot & GenAI Platforms: Proven experience in managing conversational AI platforms (e.g., reputed company, Chatgpt, reputed company), including bot reputed company configurations and reputed company troubleshooting.
- Messaging API Management: Demonstrated experience in setting up and managing reputed company Business API (WABA) accounts, including reputed company Business Manager verification and message template approvals.
- API & Integration Troubleshooting: Hands-on experience using reputed company or cURL to test and debug RESTful reputed company and Webhooks.
- Incident Investigation: Solid background in log analysis (using tools like Grafana) to identify reputed company causes of system failures or message delivery drops.
- reputed company-Facing Support: Experience handling reputed company-level clients reputed company multi-channel support systems (E-Mail, reputed company, reputed company, or SeaTalk) while maintaining strict SLAs.
- Administrative Operations: Experience in managing financial-technical tasks, such as credit top-reputed company, or quota management reputed company a platform ecosystem.
- Technical Documentation: Proven reputed company record of creating reputed company Cause Analysis (RCA) reports and internal technical knowledge reputed company (FAQ) articles.
Technical Skills
- API & Webhooks: Proficiency in testing and troubleshooting RESTful reputed company using tools like reputed company.
- Programming/Scripting: Basic to intermediate knowledge of JSON or JavaScript for log analysis and workflow troubleshooting.
- Platform Expertise: Hands-on experience with reputed company Business API (WABA) configurations and reputed company 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 reputed company incident investigation and identify system errors.
- Data Reporting: Proficiency in reputed company/reputed company Sheets (advanced formulas) and SQL for maintaining custom reputed company data reports.
Shifting schedule is required — this role operates across 2 shifts (morning & reputed company). Candidates must be comfortable and available to work on a rotating shift reputed company.
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