WATI.io is hiring a

Product Support Engineer

Bengaluru, India
Full-Time
Remote

WATI is an early-stage, venture-backed SaaS platform that is defining how companies communicate with their customers. Through our customer engagement software, built on top of WhatsApp’s Business API, businesses can easily engage with their customers in-real time - at scale!

As our Product Support Engineer, you will be in a customer-facing role, and be responsible for helping both developers and non-technical users to make the best use of our platform. You will also help manage and prioritize client support queries, and follow through with the execution and resolution of any production incidents.

You will partner with our Engineering team and other cross-functional teams to provide the highest level of support and be a subject matter expertise to our clients around the world, particularly in India, the largest WhatsApp market.

This is a unique opportunity for a highly motivated, customer-centric individual who is interested in helping us build a rapidly growing company - thousands of SMBs across over 50 countries are using WATI. Our mission is to help small businesses do more with less, and this is only the beginning.

What you'll do:

  • Investigate and resolve a variety of customer technical issues through email/chat/video conference, while also liaising with our engineering team to resolve software bugs discovered during your investigations
  • Gather product feedback and generate ideas on how to expand our product offerings
  • Author and maintain internal/external support documentation including API documentation and knowledge articles
  • Analyze and distill complex problems into smaller problems. Help with root cause analysis on bugs discovered
  • Support account executives, engineers, and product managers on client’s technical queries
  • Develop and nurture successful long-term relationships with our customers by creating a best-in-class WATI integration experience


What will make you stand out:

  • Previous experience as a software engineer
  • Ability to learn and work independently
  • You enjoy working directly with customers
  • Experience in a start-up work environment and/or experience as part of a distributed team
  • Experience working customers across different time zones
  • Attention to detail
  • Self-motivated and diligent work ethic
  • Strong commitment to outstanding customer service
  • Ability to communicate confidently and concisely to both technical and non-technical audience

Requirements

  • BA/BS computer sciences, or relevant experience
  • Fluent written and spoken English
  • 2+ years experience working in a customer technical support role with a track record of success
  • Experience working with or testing API integrations
  • Experience with working with monitoring tools and analyzing logs
  • 1+ year of experience using tools like Zendesk or similar (Jira, Intercom, etc.) and various plug-ins/automated workflows for ticket and incident management
  • Bonus: 2+ years experience in a software engineering role or building your own applications
  • Bonus: Experience with cloud technologies such as Google Cloud Platform (GCP)
  • Bonus: Experience and understanding of container applications such as Docker and Kubernetes

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