SaaS Product Support Engineer II (Escalations)

Wati; México; Remote; MXN 350,000 - 520,000; Full time

Job summary

Wati is seeking a highly skilled Product Support Engineer to provide advanced technical assistance to customers and internal teams. You will investigate and resolve complex issues, manage escalations, and ensure the highest levels of customer satisfaction while bridging gaps between front-line support and product development.

This rotational role requires flexibility for early morning or evening shifts and weekends within a five-day work week.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 2+ years in a technical SaaS support role.
• Experience with APIs, webhooks, and scripting.
• Knowledge of MongoDB or similar databases.
• Experience with remote support tools.
• Strong communication skills, written and verbal.

Responsibilities

• Provide second-level technical support for the SaaS product.
• Investigate and resolve complex issues escalated from Level 1.
• Coordinate with product teams to escalate and prioritize issues.
• Document all interactions and resolutions in the ticketing system.
• Mentor Level 1 agents and share best practices.
• Stay updated with product features and share knowledge with customers.

Skills

SaaS troubleshooting

APIs & webhooks

MongoDB knowledge

Technical support

Customer communication

Cross-functional teamwork

Documentation

Remote support tools

Education

Bachelor's in Computer Science or IT

Tools

Intercom

Zendesk

Freshdesk

Job description

Wati is seeking a highly skilled Product Support Engineer to provide advanced technical assistance to customers and internal teams. You will investigate and resolve complex issues, manage escalations, and ensure the highest levels of customer satisfaction while bridging gaps between front-line support and product development.

This rotational role requires flexibility for early morning or evening shifts and weekends within a five-day work week.