Provide technical support for platform-related issues, including troubleshooting, diagnosing, and resolving problems including account setup and configuration in a timely manner.
Monitor the performance and availability of platforms, systems, and applications to ensure optimal operation and minimal downtime.
Communicate with clients through a series of actions, either via phone, email, chat, or conference call, until they’ve solved a technical issue.
Properly escalate unresolved issues to appropriate internal teams (e.g. Software Engineers, DevOps Engineers).
Refer to internal database or external resources to provide accurate tech solutions.
Prioritize and manage several open issues at one time.
You will work on a 2-shift system.

Fresh graduates are welcome.
Basic understanding of computer systems, networks, and databases.
Strong problem-solving and communication skills.
Capable of providing step-by-step technical assistance, both written and verbal.
Familiarity with API testing tools (e.g., Postman), Monitoring tools (e.g., Grafana), Remote Desktop Applications and Helpdesk Platform (e.g., Freshdesk).
Basic understanding of SQL queries and JavaScript programming.

Kata.ai Technical Support (Freelance)

Job Description