{"id":577536,"url":"https://alion.io/job/kalepa-technical-support-engineer","title":"Technical Support Engineer","company":{"id":960,"name":"Kalepa","domain":"kalepa.com","url":"https://alion.io/company/kalepa","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":86,"open_postings":13,"ghost_share":0.154,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":110,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["New York, United States","United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":85000,"max":135000,"currency":"USD","period":"year","gross":null,"usd_annual":135000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-05-09T18:19:15Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-11-03T01:19:49Z","board_verified":true,"closed_at":null,"days_open":177,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":176},"description":"About Kalepa:\nInsurance is a $7T global industry built on professional labor: underwriting, claims, pricing, operations, and distribution. Kalepa is building AI that can perform that work.\nWe create professional-grade AI systems for insurers: software that can read, reason, decide, and act inside real workflows and operate over long-time horizons. Kalepa begins by augmenting professionals with the tools to succeed at their jobs. That earns us the right to learn from real decisions, capture decision traces, and automate what can be automated successfully over time.\nOur products are already in production with leading insurers, driving measurable outcomes and expanding across functions. The opportunity is far broader than any single workflow: to build the AI operating system for decision-making across insurance. For people who want to work on AI that matters, in a sector where correctness, trust, and real-world impact count, Kalepa is just getting started.\nKalepa is backed by leading investors such as IA Ventures and Inspired Capital, and our team brings experience from Facebook, Palantir, Google, Amazon, McKinsey, Mastercard, and Uber.\nOur Values (This is important):\nMany organizations have a dusty list of corporate values that no one ever follows. Kalepa is not one of those companies. Our values are designed to unlock the potential of our employees. \nSuccess at Kalepa is bred from five core principles:\nHustle and Determination - We hire people who take full ownership of their craft and relentlessly pursue excellence with speed and determination. We choose the hard problems and do not give up. This is the foundation of how we work and how we win.\nDeliver Customer Impact - We're obsessed with customer impact. Every feature, every line of code, every decision is measured against one question: does this help insurers make better decisions? If it doesn't drive speed, accuracy, or profitability for our customers, we don't build it.\nMeritocracy - We're building something exceptional, and that requires exceptional people and ideas. We have a high bar but we reward excellence with rapid growth. If you're the best at what you do, you'll thrive here.\nTransparency - We value honest, transparent communication over politics. We challenge ideas, not people. We say what needs to be said, even when it's hard. This is how we solve problems fast and find the truth.\n Experiment Relentlessly - Many of the problems we face have never been solved before. We tackle them by testing quickly, measuring rigorously, and iterating until we find the path forward. Speed of learning is our advantage.\nIn addition to our NY office, we have remote employees speaking 10+ languages across the globe. But we invest in bringing our people together both for regional meetups and global offsites (2021 - Playa Del Carmen | 2022 - Rome | 2023 - Buenos Aires | 2024 - Lisbon | 2025 - Cartagena).\nKalepa’s culture isn’t for everyone, and that’s ok. But for the people who are a fit, they can’t imagine working elsewhere. \nAbout the role: \nSalary range: $85K - $135K USD*\nLocation: USA (Remote)\nKalepa is looking for an exceptional Technical Support Engineer with 3-5 years of experience in B2B SaaS technical support, customer-facing engineering, or a similar customer-facing technical role to be a critical member of our Support organization. This role is designed to own the technical investigation and resolution of issues across Kalepa's AI platform for insurance.\nYou'll be the connective tissue between our customers and our development teams, triaging and investigating complex technical issues, driving resolutions, and building the systems and processes that make our support function world-class. You'll work directly with large-scale enterprise clients who rely on Kalepa's platform to make critical decisions, so your ability to earn trust, communicate clearly under pressure, and go deep on technical problems is critical.\nWhat you'll do: \nTechnical Investigation & Resolution\nInvestigate reported issues end to end within Kalepa’s AI underwriting platform. Coordinate technical resolution end-to-end.\nDistinguish working-as-expected behavior from genuine bugs, configuration issues, user education gaps, and feature requests.\nManage your own queue and hit response and resolution targets consistently.\nClient Communication\nDraft responses to Kalepa’s clients that are clear, accurate, and resolve the issue without unnecessary back and forth.\nMaintain professional, consistent communication across all client touchpoints.\nEngineering & Cross-Functional Coordination\nFile Jira tickets with full diagnostic context when issues are confirmed bugs, so Engineering has what they need to resolve quickly.\nIdentify patterns across tickets and surface them to Client Success and Product as themes worth addressing structurally.\nProduct & Subject Matter Expertise\nBecome an expert user of Kalepa, with deep familiarity across workflows, edge cases, and product behavior. Build and maintain per-client implementation knowledge. \nAbout you:\nExperience at a high-growth tech startup.\nYou have 3-5 years of experience in a Technical Support Engineer, Senior Technical Solutions Specialist, or similar customer-facing technical role at a B2B SaaS company.\nYou communicate clearly in writing. You can explain technical issues to non-technical audiences and write responses that hold up under scrutiny from sophisticated users.\nYou are comfortable operating in ambiguity. Many of the issues you will own do not have a documented answer, and the right resolution requires synthesizing product behavior, client context, and operational judgment.\nYou are operationally disciplined. You manage your own queue, hit response targets consistently, and do not let things age.\nYou are metrics-driven, with a strong ability to combine quantitative and qualitative insights.\nYou value open, direct, and respectful communication.\nYou enjoy being part of a collaborative, thoughtful, and purpose-driven environment.\nExperience supporting complex data-heavy SaaS products\nAs a plus:\nInsurtech or Fintech product experience.\nWhat you’ll get\nCompetitive salary (based on experience level).\nSignificant equity options package.\n401(k) plan with employer match (regardless of employee contribution)\nExcellent benefits: 100% covered medical, 100% covered vision and dental for individuals and families, and others\nWork with an ambitious, smart, global, and fun team to transform a $1T global industry.\n20 days of PTO a year\nGlobal team offsites (2021 - Playa del Carmen, 2022 - Rome, 2023 - Buenos Aires, 2024 - Lisbon, 2025 - Cartagena)\nHealthy living/gym stipend. Mobile phone bill stipend.\nContinuing education credits.\n*The salary range listed is an estimate and will vary based on a variety of factors. 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