Product Support Engineer

Wati.Io; Indonesia; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

Wati.io is seeking a Product Support Engineer to assist customers and resolve technical problems for our AI-powered customer engagement platform across multiple channels. The role emphasizes prompt troubleshooting, documentation, and collaboration with product and engineering teams.

You will work with a fast-paced team, handle inquiries through multiple channels, and contribute to knowledge base updates and training sessions to improve customer outcomes.

Qualifications

• 2–4 years overall experience in Product Support, Customer Support, Technical Support, or similar roles.
• Experience in a Software/SaaS company is preferred.
• Strong technical support skills and familiarity with API queries, integrations, automation, and routing flows.

Responsibilities

• Provide prompt and effective customer support addressing inquiries and troubleshooting issues.
• Respond to questions, concerns and complaints via phone, email, or chat in a professional manner.
• Demonstrate knowledge of products, features, and technical specs to assist customers.
• Investigate customer-reported issues, identify root causes, and provide solutions or workarounds.
• Collaborate with technical teams and escalate when needed for timely resolutions.
• Document and track support tickets in the ticketing system with accuracy.
• Contribute to product documentation and knowledge base articles.

Skills

API queries

Integrations

Automation

Routing flows

Customer support

English communication

Bahasa Indonesia

Tools

Help desk software

Remote support tools

CRM systems

Job description

Product Support Engineer

Perusahaan : Wati.io Jenis Pekerjaan : Full-Time Indonesia

Deskripsi Pekerjaan - Product Support Engineer

Started as a WhatsApp team inbox in 2020, Wati has evolved into an AI-powered customer engagement platform that goes beyond a single channel. Designed for businesses that sell, support, and grow through conversations, Wati observes customer intent in real time, decides the next best revenue action, and executes it across marketing, sales, and support — on WhatsApp, Instagram, Facebook, TikTok, SMS, and more.

Trusted by over 16,000 customers across 190+ countries, Wati simplifies complex operations and business conversations with a unified inbox, no-code automation, and our intelligent AI layer, Astra.

Proudly backed by Tiger Global, Sequoia Capital, DST Global, and Shopify, and recognised as a Premium Partner of Meta and Google.

Wati, the AI-Powered Customer Engagement Platform for Revenue Growth.

We are hiring a Product Support Associate – L1 Support to assist our customers in solving technical problems when using our products and services. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities -

• Provide prompt and effective customer support by addressing inquiries, troubleshooting issues, and resolving problems related to our products.
• Respond to customer questions, concerns, and complaints via various channels (phone, email, chat) professionally and courteously.
• Demonstrate in-depth knowledge of our products, features, functionalities, and technical specifications to assist customers effectively.
• Conduct thorough investigations and analyses of customer-reported issues, identify root causes, and provide appropriate solutions or workarounds.
• Collaborate with the technical team or elevate complex technical issues as needed, ensuring timely resolution and customer satisfaction.
• Document and track support tickets using our ticketing system, ensuring accurate and detailed records of customer interactions and issue resolution.
• Contribute to developing and maintaining product documentation, user guides, FAQs, and knowledge base articles to assist customers in self-service support.
• Deliver product training sessions remotely to educate customers on product features, best practices, and usage.
• Collaborate closely with cross-functional teams, including product development, onboarding, and sales, to communicate customer feedback, identify improvement opportunities, and advocate for customer needs.
• Monitor and track key performance indicators (KPIs) related to customer support, such as response time, resolution time, customer satisfaction, and ticket volumes.
• Continuously expand knowledge and skills through self-learning, training programs, and certifications to stay updated with product enhancements, industry trends, and new technologies.

Requirements

• Minimum of 2–4 years of experience in Product Support, Customer Support, Technical Support, or similar support roles, with at least 1 year of experience in a Software/SaaS company.
• Strong technical support skills, including understanding of basic API queries, integrations, automation, and routing flows.
• Excellent verbal and written communication skills in English. Bahasa Indonesia proficiency is preferred.
• Experience using help desk software and remote support tools.
• Must have a strong understanding of how CRM systems work.
• Excellent communication and problem-solving skills.
• Ability to demonstrate patience when handling complex queries and challenges.
• Ability to work in a fast-paced environment and multitask effectively.
• Flexible to work on shift schedules.