Kata. ai
Information Technology And Services
LeadDeliverySupport
“Lead Delivery Support at Kata. ai. Skills: Technical Support, Delivery Support, Conversational AI, NLP. Lead and operate the Technical Support function. managing client issue triage”
Industry & Context.
troubleshooting; incident investigation; identify system errors
Experience designing shift schedules, on-call rotations, or capacity plans
What They're Looking For.
Must Have
3–5 years in technical support, customer success engineering, or operations roles, at least 1 year leading or coordinating a team, Hands-on experience managing SLA-driven support operations for B2B / enterprise clients, 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, Basic to intermediate knowledge of JSON or JavaScript for log analysis and workflow troubleshooting, Hands-on experience with WhatsApp Business API (WABA) configurations and Meta Business Suite, Experience managing AI/Chatbot platforms like Kata CX, Kata Platform, or similar NLP-based systems, Ability to use monitoring and logging tools (e. g. , Grafana) to perform incident investigation and identify system errors, Proficiency in Excel/Google Sheets (advanced formulas) and SQL for maintaining custom client data reports, Proficiency in testing and troubleshooting RESTful APIs using tools like Postman
Nice to Have
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, ITIL Foundation certification or equivalent service management training is a 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
What You'll Do.
Lead and operate the Technical Support function
managing client issue triage
continuous workflow improvement
Chair the weekly Incident Review forum to convert recurring incidents into structured action items for Engineering and Product
How You'll Work.
Team & Collaboration
cross-functional coordination; Chair the weekly Incident Review forum to convert recurring incidents into structured action items for Engineering and Product; operational insights flow back into Engineering and Product teams
Communication Scope
producing RCA documentation for production incidents to enterprise clients
Process & Methodology
resource planning
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