L1 Pre-Sales Support (PLG)

Wati; India; Hybrid; INR 500,000 - 800,000; Full time

Job summary

Wati is seeking a Product Support Associate – L1 Pre-Sales Support to assist with inbound and outbound sales conversations. The role involves engaging high-intent leads, supporting the sales team, and driving product adoption through demos and inquiries.

The ideal candidate will have 2-4 years of related experience, strong communication skills, and a customer-first mindset. Familiarity with APIs and working across APAC/EMEA shifts is required.

Qualifications

• 2-4 years of experience in a customer-facing role.
• Strong understanding of APIs, automation workflows, and integrations.
• Experience handling pre-sales conversations and product demos.

Responsibilities

• Engage and convert high-intent leads through outbound follow-ups.
• Support the sales team in generating and qualifying leads.
• Respond to customer inquiries through various channels.

Skills

Lead qualification

Excellent communication skills in English

Multitasking

Problem-solving mindset

Understanding of APIs and integrations

Experience in Pre-Sales or Technical Support

Job description

We are hiring a Product Support Associate – L1 Pre-Sales Support (PLG) to support inbound and outbound sales‑led conversations, engage high‑intent leads, and help drive pipeline generation and product adoption. This is a primarily outbound‑focused role where you will work closely with prospects, support teams, and sales stakeholders to convert interest into meaningful product engagement.

Shift Coverage

APAC / EMEA shifts.

Responsibilities

• Engage and convert high‑intent leads through outbound follow‑ups, warm lead activation, and pipeline engagement activities.
• Support the sales team by generating and qualifying outbound leads and building sales pipeline opportunities.
• Engage with prospects to understand their use cases, business requirements, pain points, and urgency.
• Conduct product walkthroughs and demos for prospective customers.
• Respond to customer and prospect inquiries through chat, tickets, and other support channels professionally and efficiently.
• Qualify leads based on use case, deal size, urgency, and product fit.
• Assist prospects in moving from initial interest to product adoption by providing guidance on platform capabilities and workflows.
• Maintain accurate lead and conversation tracking within CRM and ticketing systems.
• Collaborate closely with Sales, Product, Onboarding, and Support teams to ensure smooth customer engagement.
• Handle multiple customer conversations simultaneously while effectively prioritizing urgent or high‑value opportunities.
• Stay updated on product enhancements, AI capabilities, automation workflows, APIs, and integrations.

Requirements

• 2‑4 years of experience in Pre‑Sales, Product Support, Technical Support, Customer Support, SDR/BDR, or similar customer‑facing roles in a SaaS or software company.
• Experience handling chat, tickets, outbound follow‑ups, or pre‑sales conversations.
• Strong understanding of APIs, webhooks, automation workflows, or technical product integrations.
• Ability to qualify leads and identify customer requirements effectively.
• Experience conducting product demos or walkthroughs is preferred.
• Excellent verbal and written communication skills in English.
• Strong multitasking and prioritization abilities in a fast‑paced environment.
• AI proficiency is mandatory.
• Comfortable working across APAC / EMEA shifts.
• Strong problem‑solving mindset and customer‑first approach.