Customer Support Specialist

AiSensy; Gurugram District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

AiSensy is seeking a Technical Customer Support Executive to help customers troubleshoot product, integration, API, WhatsApp Business Platform, and configuration-related issues. You will work with Product and Engineering teams to resolve complex problems and ensure a smooth customer experience.

This hands-on role requires strong communication, problem-solving, and a customer-first mindset to translate technical issues into simple explanations and maintain quality interactions across channels.

Qualifications

• 2+ years in Technical Support, Product Support, SaaS Support, or similar role.
• Hands-on troubleshooting of software/SaaS products.
• Basic understanding of APIs, REST, JSON, HTTP methods and status codes.

Responsibilities

• Handle queries via chat, email, phone and other channels.
• Troubleshoot product, configuration, integration, and account issues.
• Explain issues in customer-friendly terms and provide resolutions.
• Escalate complex issues with full technical context.

Skills

2+ years experience

Strong communication

Troubleshoot software/SaaS

APIs REST JSON HTTP

Webhooks & integrations

Postman testing

Logs & reproduction steps

CRM support tools

Customer-first mindset

Tools

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.