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.

• 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