Technical Support Engineer (Freelance)

Responsible for configuring WhatsApp Business API, Kata CX, and Omnichannel accounts, resolving technical issues via email, tickets, WhatsApp, and SeaTalk, proactively monitoring system health, maintaining custom client reports, managing Kata CX credit top-ups, addressing client inquiries regarding chatbot functionality, data reports, WhatsApp API, and the Kata CX platform, investigating incidents through log analysis, and creating Root Cause Analysis (RCA) documentation (HOW) for the company’s chatbot ecosystem and communication infrastructure (WHAT) to ensure 24/7 operational stability, seamless service continuity, and the delivery of expert technical guidance and accurate, data-driven insights for all clients (WHY).