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saas jira ai enterprise underwriting📋 Description
- Investigate issues end-to-end in Kalepa’s AI underwriting platform and coordinate resolution.
- Distinguish bugs, config issues, education gaps, and feature requests; triage.
- Manage your own queue and hit response and resolution targets.
- Draft clear, accurate client communications to resolve issues with minimal back-and-forth.
- File Jira tickets with full context to help Engineering resolve quickly.
- Develop deep product knowledge across client implementations and workflows.
🎯 Requirements
- 3-5 years in a Technical Support Engineer or similar customer-facing role at a B2B SaaS.
- Excellent written communication; explain issues to non-technical audiences.
- Comfortable with ambiguity; synthesize product behavior and client context.
- Operationally disciplined; manage queue and hit response targets.
- Metrics-driven; combine quantitative and qualitative insights.
- Experience supporting complex data-heavy SaaS products.
🎁 Benefits
- Significant equity options package.
- 401(k) plan with employer match.
- 100% covered medical, vision, and dental.
- 20 days of PTO per year.
- Global team offsites (2021-2025).
- Gym stipend and mobile phone bill stipend.
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