Product Support Associate - L2

Wati is the world's leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.

Trusted and loved by over 20,000+ customers across 100+ countries, Wati has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect with customers on their platform of choice.

In a world where real-time interactions drive growth, Wati's story is all about business growth through conversations. At Wati, we believe that every conversation matters, whether it's engaging a first-time prospect, nurturing a qualified lead, or deepening relationships with loyal clients. We transform these conversations into opportunities for building relationships, and strong relationships lead to increased revenue.

Our Platform

The AI-native platform simplifies complex business operations by bringing all customer interactions under one intelligent roof. Designed for scalability and ease of use, our solution delivers a measurable ROI while adapting to businesses of all sizes, from emerging startups to established enterprises.

Our Backing & Partnerships

Wati is proudly backed by world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence.

About The Role-

A Level 2 Product Support Engineer - Level 2 is crucial in providing advanced technical assistance to customers or internal teams beyond what Level 1 support can handle. They are responsible for troubleshooting complex technical issues, resolving problems, and ensuring high customer satisfaction.

This role follows rotational shifts across APAC (6 AM-3 PM IST), General (9 AM-6 PM / 10 AM-7 PM IST), and EMEA (1 PM-9 PM / 2 PM-10 PM IST). There are no night shifts, but flexibility is required during incident escalations. The role also include weekend shifts while maintaining a 5-day work week.

Key responsibilities include:

• Technical Expertise: Serve as the second-level technical support expert for our SaaS product, demonstrating an in-depth understanding of our software's functionalities, configurations, and integrations
• Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Level 1 support, including but not limited to software bugs, integration problems, and data-related issues
• Customer Interaction: Communicate with customers or end-users in a professional, empathetic, and customer-centric manner, ensuring their technical issues are addressed promptly and effectively
• Documentation: Accurately document all customer interactions, resolutions, and technical solutions in the support ticketing system, maintaining comprehensive and organised records
• Escalation Management: Collaborate closely with Level 1 support agents, product development teams, and other internal departments to escalate and prioritise critical issues and ensure timely resolutions
• Training and Mentorship: Assist in training and mentoring Level 1 support agents, sharing your technical knowledge and best practices to improve their skills and knowledge
• Product Knowledge Sharing: Stay updated with the latest features, updates, and enhancements of our SaaS product, and share this knowledge with the support team and customers
• Quality Assurance: Ensure that all support interactions meet or exceed established quality and service standards, continuously improving the support process
• Feedback Loop: Provide valuable feedback to the product development team based on recurring technical issues, customer feedback, and suggestions for product improvement
  
  

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 4+ years experience in a technical support role, with a strong focus on troubleshooting complex technical issues related to SaaS products
• Proficiency in using and troubleshooting SaaS applications
• Hands-on experience with APIs, webhooks, scripting, and working knowledge of MongoDB or similar databases
• Knowledge of data handling, migration, and security within SaaS environments
• Experience with remote support tools and troubleshooting methods
• Exceptional communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users
• Experience with modern customer support platforms (e.g., Intercom, Zendesk, Freshdesk)
• Strong analytical and problem-solving skills with the ability to think critically and logically
• Ability to work collaboratively with cross-functional teams and guide junior support agents
• Relevant technical certifications (e.g., ITIL, SaaS-specific certifications) would be an added advantage