Technical Support Engineer

Kota Technologies Limited

Job Overview

Location

Dublin

Job Type

Full-time

Full Job Description

📋 Description

• We are looking for our first dedicated Technical Support Engineer to own the operational health of Kota’s platform.
• As we grow, we want a specialist who sits at the intersection of product and engineering, as well as customer support.
• The person will ensure our partners always have a fast, knowledgeable point of contact and that integration issues are resolved with precision.
• This is not a traditional helpdesk role. You will be a technical first responder: someone who can navigate our codebase, query our databases, reproduce bugs, and identify root causes, proposing fixes or implementing safe, scoped changes where appropriate - while also serving as the clearest, most responsive face our partners interact with when things go wrong.
• You sit at the intersection of engineering and operations, reporting into the General Manager and working hand-in-hand with our engineering team.
• 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.
• Partner & Customer Liaison:
• Be the first technical point of contact for our customer support and success when technical issues arise - communicating clearly, with urgency, and in plain language.
• 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.

🎯 Requirements

• 3–4 years of experience in technical support, application support at B2B SaaS or API-first companies.
• Comfortable reading and debugging code (we primarily use TypeScript/Node.js/.NET/Postgres) - you don't need to build features, but you should be able to trace issues through a production codebase and understand where problems originate.
• Strong working knowledge of REST APIs: you understand authentication flows (OAuth, API keys), webhooks, pagination, rate limits, and can debug API request/response issues without guidance.
• Strong production debugging skills using logs, metrics, and traces,
• RUM - you can independently investigate issues in observability tools (e.g. Datadog, Grafana, CloudWatch, Sentry) and trace problems across systems.
• Proficient with SQL - you can write queries to investigate data issues, check database state, and validate records without waiting for someone else.
• Experience working with ticketing and escalation tools (e.g. Intercom, Linear, Jira, Zendesk).
• Excellent written communication: you can explain a complex technical issue to a non-technical HR manager and then turn around and write a precise bug report for an engineer.
• High ownership mentality - you treat open issues as your personal responsibility until they are resolved.

🏖️ Benefits

• Health Insurance via Kota with generous allowance
• Workplace Pension with matched contributions up to 5% via Kota
• WFH stipend to support your home office
• 25 days of Paid Time Off (PTO) - work hard and recharge fully
• Annual company-wide offsite + dedicated team offsite
• Attractive stock options for all employees

Skills & Technologies

JavaScript

TypeScript

Node.js

PostgreSQL

Hybrid

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Kota Technologies Limited

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About Kota Technologies Limited

Kota Technologies Limited offers a platform designed to streamline employee benefits, including health insurance, pensions, life assurance, and flexible benefits. Kota's products integrate with HRIS and payroll systems like Payfit to automate benefits administration, aiming to reduce errors and improve employee engagement. They target people and finance teams, offering solutions for auto-enrollment and benefits management. Kota aims to solve the administrative burdens associated with fragmented benefits providers. They work with companies like Tines, Carwow, and Unmind.

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