SaaS Product Support Engineer & API Specialist

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

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.