Product Support Associate - L2
New
W
WATI.ioSaaS / Customer Service
Brazil. Mexico, Rotational role open to early morning or evening shifts and weekendsFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 4+ years
- Required Skills
- MongoDBRESTful APIsTroubleshootingTechnical supportScriptingSaaSZendesk
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, and scripting
- 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 written and verbal communication skills
- Experience with modern customer support platforms (e.g., Intercom, Zendesk, Freshdesk)
- Strong analytical and problem-solving skills
- Ability to work collaboratively with cross-functional teams
- Relevant technical certifications (e.g., ITIL, SaaS-specific certifications) are an advantage
Responsibilities
- Serve as a second-level technical support expert for the SaaS product
- Investigate and resolve complex technical issues escalated from Level 1 support
- Communicate with customers in a professional, empathetic, and customer-centric manner
- Document all customer interactions, resolutions, and technical solutions in the ticketing system
- Collaborate with L1 agents, product teams, and internal departments to prioritize critical issues
- Train and mentor Level 1 support agents on technical knowledge and best practices
- Stay updated on product features and share knowledge with the support team and customers
- Ensure support interactions meet established quality and service standards
- Provide feedback to the product development team based on recurring issues and customer suggestions
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