# Product Support Associate - L2

**Company:** [WATI.io](http://jobs.workable.com/companies/sYuAkwkWwAW9SdiHKRYrxZ.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** Customer Service

[Apply for this job](http://jobs.workable.com/view/e58d994d-f858-4487-8ae5-669d80f9cc56)

## Description

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.  
  
**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.  
**

**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