[Hiring] Product Support Engineer @WATI.io

Role Description

We are seeking a highly skilled Product Support Engineer to provide advanced technical assistance to our customers and internal teams. In this role, you will be responsible for investigating and resolving complex technical issues, managing escalations, and ensuring the highest levels of customer satisfaction. You will act as a key technical resource, bridging the gap between front-line support and our product development teams while maintaining a deep understanding of our software's architecture and integrations.

Rotational role — no night shifts, but the candidate should be open to early morning or evening shifts and weekend, while maintaining a 5-day work week.

• 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.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2+ 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.