Customer Support Specialist

AiSensy; Gurugram District; On-site; INR 350,000 - 520,000; Full time

Job summary

AiSensy, a WhatsApp-based marketing & engagement platform, seeks a Technical Customer Support Executive in India to troubleshoot product, integration, API, and configuration issues. You will work with Product and Engineering to resolve complex problems and ensure a smooth customer experience.

This hands-on role requires passion for understanding product mechanics, debugging, and helping customers solve technical problems while upholding SLAs and CSAT targets.

Qualifications

• 2+ years in Technical Support, Product Support, SaaS Support, or similar roles.
• Strong written and verbal communication skills.
• Hands-on experience troubleshooting software/SaaS products.
• Basic understanding of APIs, REST APIs, JSON, HTTP methods, and status codes.
• Understanding of webhooks and third-party integrations.
• Comfortable using Postman or similar API testing tools.
• Ability to diagnose technical issues using logs, API responses, and reproduction steps.
• Experience with support tools such as Zendesk, Freshdesk, Intercom, LiveChat, or similar.

Responsibilities

• Handle customer queries through chat, email, phone, and other support channels.
• Troubleshoot product, configuration, integration, and account-related issues.
• Identify root causes and provide accurate resolutions.
• Guide customers through technical solutions and product configurations.
• Escalate complex issues to Product/Engineering with full context.
• Develop knowledge of WhatsApp Business Platform, APIs, templates, campaigns, and workflows.
• Maintain clear and empathetic communication and document interactions in CRM tools.

Skills

Technical Support

SaaS Support

API Troubleshooting

Postman

JSON

Webhooks

Customer Focus

CRM Tools

Tools

Zendesk

Freshdesk

Intercom

LiveChat

Postman

Job description

AiSensy is a WhatsApp-based Marketing & Engagement platform empowering 250,000+ businesses, including leading brands like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, PhysicsWallah, and Cosco, to grow their revenues via WhatsApp.

• 800+ Crore WhatsApp messages exchanged yearly between businesses and users via AiSensy
• Trusted by leading brands across industries
• Businesses drive 25-80% of revenues using AiSensy
• Backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors

The Opportunity

We are looking for a Technical Customer Support Executive who can combine strong customer communication skills with technical problem-solving.

You will work directly with customers to troubleshoot product, integration, API, WhatsApp Business Platform, and configuration-related issues. You will collaborate closely with Product and Engineering teams to resolve complex technical problems and ensure a smooth customer experience.

This is a hands-on role for someone who enjoys understanding how products work, debugging issues, and helping customers solve technical problems.

Key Responsibilities

Technical Customer Support

• Handle customer queries through chat, email, phone, and other support channels.
• Troubleshoot product, configuration, integration, and account-related issues.
• Understand customer problems, identify root causes, and provide accurate resolutions.
• Guide customers step-by-step through technical solutions and product configurations.
• Escalate complex or unresolved issues to Product/Engineering with complete technical context.

WhatsApp & Platform Support

• Develop strong knowledge of WhatsApp Business Platform, WhatsApp APIs, templates, campaigns, automation, and messaging workflows.
• Assist customers with WhatsApp Business setup, configuration, onboarding, and troubleshooting.
• Troubleshoot issues related to message delivery, templates, campaigns, contacts, automation, and integrations.
• Help customers understand platform limitations, errors, and best practices.

API & Integration Troubleshooting

• Troubleshoot REST APIs, webhooks, API authentication, request/response issues, and third-party integrations.
• Read and understand JSON payloads, API responses, HTTP status codes, and error messages.
• Use tools such as Postman to test APIs and reproduce customer issues.
• Investigate integration issues involving CRMs, websites, automation platforms, and other third-party systems.
• Work with Engineering teams to reproduce and resolve technical bugs.

Customer Experience & Communication

• Maintain clear, professional, and empathetic communication with customers.
• Translate technical issues into simple, customer-friendly explanations.
• Maintain accurate records of customer interactions, issues, troubleshooting steps, and resolutions in CRM/support tools.
• Follow defined SLAs, response-time, resolution-time, CSAT, and productivity targets.
• Reproduce technical issues before escalating whenever possible.
• Gather relevant logs, screenshots, API responses, error messages, timestamps, and other debugging information.
• Identify recurring customer issues and highlight them to Product/Engineering.
• Contribute to knowledge bases, FAQs, troubleshooting guides, and internal documentation.

Process Improvement

• Identify recurring support problems and suggest improvements to product, documentation, and support processes.
• Contribute to improving first-contact resolution, response time, resolution time, and customer satisfaction.
• Help build scalable support workflows as AiSensy continues to grow.

Must-Have Skills

• 2+ year of experience in Technical Support, Product Support, SaaS Support, Application Support, or a similar role.
• Strong written and verbal communication skills.
• Hands-on experience troubleshooting software/SaaS products.
• Basic understanding of APIs, REST APIs, JSON, HTTP methods, and status codes.
• Understanding of webhooks and third-party integrations.
• Comfortable using Postman or similar API testing tools.
• Ability to diagnose technical issues using error messages, logs, API responses, screenshots, and reproduction steps.
• Strong problem-solving and analytical skills.
• Experience with support tools such as Zendesk, Freshdesk, Intercom, LiveChat, or similar platforms.
• Customer-first mindset with the ability to handle difficult or high-priority customer issues.

Good-to-Have Skills

• Experience with WhatsApp Business API / WhatsApp Business Platform.
• Experience with BSPs, CPaaS, messaging platforms, or conversational platforms.
• Knowledge of CRM integrations and automation tools such as Zapier, Make, or n8n.
• Basic understanding of SQL/database queries.
• Familiarity with webhooks, authentication methods, API tokens, and OAuth.
• Experience supporting B2B SaaS products.
• Experience working with technical/product teams in a startup environment.

Key Performance Metrics

• CSAT
• First Response Time
• SLA Adherence
• Ticket/Productivity Targets
• Customer Issue Resolution Rate

Why Join AiSensy?

• Work on a high-scale platform serving 250,000+ businesses.
• Solve real-world technical problems involving WhatsApp, APIs, integrations, and SaaS.
• Work closely with Product, Engineering, Customer Success, and leadership teams.
• Gain hands-on exposure to WhatsApp Business APIs, SaaS, integrations, and customer engagement technology.
• Join a fast-growing, mission-driven startup where your work directly impacts customer experience and business growth.