Kota - Technical Support Engineer

• Triage & Resolution • 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. • 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-to￾end by the TSE (including those requiring engineering collaboration) • Mean time to resolution (MTTR) – reduction in time taken to resolve technical escalations • Our Values • Have Integrity. We care deeply about our why and it wonʼt jeopardise our how. • Have Integrity. • Care Deeply. Our products are our story, we look at the details, go the extra mile to delight customers. • Care Deeply. • Own Your Ship. Ask why, do the work, get the data, solve the problem, be an owner. • Own Your Ship. • Raise the Bar. We continuously look to push past good enough. Expect more, move faster, and never stop raising your and the teamʼs standards.\ • Raise the Bar. • Play to Win. We exist because we decided to say no to the norm – now we do this everyday. • Play to Win.