L1 SaaS Product Support Engineer - CRM & API

WATI.io; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

Wati is hiring a Product Support Associate – L1 Support to help customers resolve technical problems while using our AI-powered engagement platform. You will work with customers across WhatsApp, social channels, and more to ensure best-in-class support during sales and post-sales stages.

Responsibilities include handling inquiries, troubleshooting, documenting issues, and collaborating with product and engineering teams to drive customer satisfaction.

Qualifications

• 2–4 years of experience in Product Support, Customer Support, Technical Support, or similar roles.
• At least 1 year of experience in a Software/SaaS company.
• Strong technical support skills including API queries, integrations, automation, and routing flows.
• Excellent verbal and written English communication; Bahasa Indonesia proficiency preferred.

Responsibilities

• Provide prompt and effective customer support addressing inquiries and issues.
• Respond to questions, concerns, and complaints via phone, email, chat professionally.
• Demonstrate knowledge of products, features, specifications to assist customers.
• Investigate issues, identify root causes, provide solutions or workarounds.
• Collaborate with technical team for escalated issues and timely resolutions.
• Document and track support tickets with accuracy in the system.
• Contribute to product documentation, guides, FAQs, and knowledge base.
• Deliver product training sessions remotely to educate customers.
• Communicate customer feedback to product, onboarding, and sales teams.
• Monitor KPIs like response time, resolution time, and customer satisfaction.
• Stay updated with product enhancements and industry trends.
• Flexible to work on shift schedules.

Skills

Customer support

Technical support

API basics

CRM knowledge

English communication

Multitasking

Help desk software

Remote support

Bahasa Indonesia

Tools

Help desk software

Job description

Wati is hiring a Product Support Associate – L1 Support to help customers resolve technical problems while using our AI-powered engagement platform. You will work with customers across WhatsApp, social channels, and more to ensure best-in-class support during sales and post-sales stages.

Responsibilities include handling inquiries, troubleshooting, documenting issues, and collaborating with product and engineering teams to drive customer satisfaction.