Remote Level 2 SaaS Product Support Engineer

Wati Dot I O; México; Hybrid; MXN 420,000 - 680,000; Full time

Benefits offered by this job

Fully remote

Work from Mexico or Brazil

5-day work week

Global team exposure

Direct feedback to product & eng teams

Growth opportunities in SaaS

Job summary

Wati is seeking a Level 2 Product Support Engineer to provide advanced technical assistance for our SaaS platform. You will troubleshoot complex issues, collaborate with product and engineering teams, and mentor junior agents while ensuring high customer satisfaction.

The role is fully remote, with a 5-day work week and rotational shifts across Mexico and Brazil, offering exposure to a global customer base and a scaling SaaS environment.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 4+ years experience in a technical support role for SaaS products.
• Proficiency in using and troubleshooting SaaS applications.
• Hands-on experience with APIs, webhooks, scripting, and databases (e.g., MongoDB).
• Experience with remote support tools and modern support platforms (Intercom, Zendesk, Freshdesk).

Responsibilities

• Provide second-level technical support for our SaaS product, including complex issue resolution.
• Investigate and resolve escalated issues from Level 1 support.
• Communicate effectively with customers ensuring prompt issue resolution.
• Document all interactions and resolutions in the ticketing system.
• Collaborate with Level 1, product, and other teams to prioritize and escalate issues.
• Mentor and train Level 1 agents to improve skills and knowledge.
• Stay updated on product features and share knowledge with customers and team.
• Ensure quality standards in support interactions and processes.
• Provide feedback to product teams based on recurring issues.

Skills

SaaS troubleshooting

APIs & Webhooks

Remote support

Customer communication

Cross-functional collaboration

Mentoring junior agents

Education

Bachelor's degree in Computer Science or IT

Tools

Intercom

Zendesk

Freshdesk

MongoDB

Job description

Wati is seeking a Level 2 Product Support Engineer to provide advanced technical assistance for our SaaS platform. You will troubleshoot complex issues, collaborate with product and engineering teams, and mentor junior agents while ensuring high customer satisfaction.

The role is fully remote, with a 5-day work week and rotational shifts across Mexico and Brazil, offering exposure to a global customer base and a scaling SaaS environment.