About Kota
Kota is reimagining insurance and retirement benefits for the modern workforce. Through our two flagship products – Kota Platform, the first fully integrated benefits platform, and Kota Embed, our embedded insurance solution – we’re making benefits more accessible, valued, and global.
Today, we power benefits for tens of thousands of employees at Europe’s most forward‑thinking companies, including Lovable, Linear, Carwow, Tines, and Zoe. Founded in 2022, we have raised more than €20 M from leading investors such as EQT Ventures, Eurazeo, Northzone, and Frontline, alongside founders and executives from Workday, Personio, OpenAI, and more.
Location: Ireland
Type: Full‑time, Permanent
Reports to: General Manager
The Role
We are looking for our first dedicated Technical Support Engineer to own the operational health of Kota’s embedded integrations. You will sit at the intersection of product, engineering and customer support and act as the primary technical first responder for our partners.
What You’ll Do
Triage & Resolution
Own customer and partner issues end‑to‑end, from first contact through to resolution, adhering to defined SLA targets.
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 escate larger engineering work via Linear with clear context and reproduction steps.
Serve as the primary triage layer between Intercom and the engineering team, ensuring nothing falls through the cracks.
While not responsible for building new product features, you must go deep technically to diagnose issues and ensure they are resolved correctly.
Partner & Customer Liaison
Act as 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 guarantee 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 for long‑term fixes.
Distinguish between issues needing an immediate fix and 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 thresholds.
What We’re Looking For
Must‑Have
3–4 years of experience in technical support or application support at B2B SaaS or API‑first companies.
Comfortable reading and debugging code in TypeScript/Node.js/.NET/Postgres – you should be able to trace issues through a production codebase and understand where problems originate.
Strong working knowledge of REST APIs, including authentication flows (OAuth, API keys), webhooks, pagination, rate limits and the ability to debug API request/response issues without guidance.
Strong production debugging skills using logs, metrics and traces.
RUM – independent investigation of issues in observability tools such as Datadog, Grafana, CloudWatch or Sentry and cross‑system problem tracing.
Proficiency with SQL – write queries to investigate data issues, check database state and validate records without waiting for assistance.
Experience with ticketing and escalation tools (Intercom, Linear, Jira or Zendesk).
Excellent written communication: explain a complex technical issue to a non‑technical stakeholder, then write a precise bug report for an engineer.
High ownership mentality – treat open issues as personal responsibility until they are fully resolved.
Nice to Have
Experience supporting payroll, HR or benefits integrations such as Workday, HiBob, Personio or Rippling.
Familiarity with AWS infrastructure or cloud‑native environments.
Previous experience at a startup where the role required wearing multiple hats.
Prior exposure to regulated industries (fintech, insurtech, healthtech) – understand that data accuracy and audit trails matter.
Experience working with embedded or white‑label API products.
Who Thrives In This Role
The best people in this type of role are calm under pressure, relentlessly curious about why things break, and genuinely energized 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 versus escate with strong context, rather than vague descriptions. You think in systems: when you fix something, you consider how to prevent the same class of problem from recurring.
How You’ll 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 or 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 Technical Support Engineer.
Mean time to resolution (MTTR) – reduction in the time taken to resolve technical escalations.
Our Values
Have Integrity – we care deeply about our why and it won’t jeopardise our how.
Care Deeply – our products are our story; we look at the details, go the extra mile to delight customers.
Own Your Ship – ask why, do the work, get the data, solve the problem and be an owner.
Raise the Bar – continuously push past good enough; expect more, move faster, and never stop raising your and the team’s standards.
Play to Win – we exist because we decided to say no to the norm – now we do this everyday.
Kota 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) to recover fully.
Annual company‑wide offsite plus dedicated team offsite.
Attractive stock options for all employees.
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