Product Support Associate – L2

WATI

. Serve as the second-level technical support expert for Wati's SaaS product .

Posted 10/23/2026full-timeBengaluru • IndiaMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex technical issues related to SaaS products, utilizing strong analytical skills and effective communication to support customers and guide junior agents. Proficient in using support platforms and collaborating with cross-functional teams to enhance service quality and product feedback.

Highest-signal resume keywords

Technical Support ExpertiseSaaS Application TroubleshootingAPI and Webhook ExperienceExceptional Communication SkillsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Complex Technical IssuesSaaS Application ProficiencyData Handling and MigrationMongoDB KnowledgeAnalytical Problem-Solving

Soft Skills

Empathetic CommunicationMentoring and TrainingCritical Thinking

Tools & Technologies

Support Ticketing SystemsRemote Support ToolsIntercomZendeskFreshdesk

Certifications & Qualifications

Bachelor's Degree in Computer ScienceITIL CertificationSaaS-Specific Certifications

Industry Keywords

SaaS Product SupportTechnical Issue ResolutionCustomer Support StandardsProduct Development FeedbackQuality Assurance in Support

Tech Stack

Tools & technologies

MongoDB

About the role

Key responsibilities & impact

Serve as the second-level technical support expert for Wati's SaaS product
Investigate and resolve complex technical issues escalated from Level 1 support, including software bugs, integration problems, and data-related issues
Communicate with customers or end-users professionally and empathetically to address technical issues promptly and effectively
Document customer interactions, resolutions, and technical solutions in the support ticketing system
Collaborate with Level 1 support agents, product development teams, and other internal departments to escalate and prioritise critical issues
Assist in training and mentoring Level 1 support agents
Stay updated on product features, updates, and enhancements and share product knowledge with support teams and customers
Ensure support interactions meet established quality and service standards and improve support processes
Provide product development feedback based on recurring technical issues, customer feedback, and product improvement suggestions
Work rotational APAC, General, and EMEA shifts; cover weekend shifts within a 5-day work week and remain flexible during incident escalations

Requirements

What you’ll need

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