Product Support Associate - L2

WATI.io; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Fully remote role

Global team collaboration

Learning and growth opportunities

Job summary

Wati seeks a Level 2 Product Support Engineer for advanced technical assistance to customers and internal teams. You will troubleshoot complex SaaS issues, resolve bugs, and ensure high customer satisfaction while coordinating with Level 1 and product teams.

This fully remote role covers Mexico or Brazil, with a 5-day work week and rotating shifts. You’ll mentor Level 1 staff, share product knowledge, and contribute to QA and documentation while growing with a fast‑growing SaaS company.

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 MongoDB or similar databases.
• Knowledge of data handling, migration, and security within SaaS environments.
• Experience with remote support tools and troubleshooting methods.
• Exceptional communication skills, both written and verbal, to explain technical concepts clearly.
• Experience with modern customer support platforms (Intercom, Zendesk, Freshdesk).
• Strong analytical and problem-solving skills with logical thinking.
• Ability to mentor Level 1 agents and collaborate with cross-functional teams.
• Relevant certifications (ITIL, SaaS) are a plus.
• Fully remote role — work from anywhere in Mexico or Brazil.
• 5-day work week with rotational shifts, no night shifts.
• Work with a global team serving 16,000+ customers across 190+ countries.
• Direct exposure to product and engineering teams; feedback shapes the product.
• Learning and growth opportunities in a scaling SaaS environment.

Responsibilities

• Technical Expertise: Serve as the second-level technical support expert for our SaaS product, demonstrating in-depth understanding of functionalities, configurations, and integrations.
• Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Level 1 support, including bugs, integrations, and data-related problems.
• Customer Interaction: Communicate with customers in a professional, empathetic, and customer-centric manner.
• Documentation: Accurately document all interactions, resolutions, and solutions in the ticketing system.
• Escalation Management: Collaborate with Level 1, product teams, and other departments to prioritize issues.
• Training and Mentorship: Assist in training Level 1 agents, sharing knowledge and best practices.
• Product Knowledge Sharing: Stay updated with features and share with team and customers.
• Quality Assurance: Ensure support interactions meet standards and improve processes.
• Feedback Loop: Provide feedback to product team based on issues and customer feedback.
• Remote Collaboration: Work with a global team across time zones.
• Security and Data Handling: Maintain best practices for data security in SaaS environments.

Skills

Communication skills

Analytical thinking

Problem-solving

Cross-functional collaboration

Mentoring

Technical troubleshooting

Customer-focused

Education

Bachelor’s degree in CS/IT

Tools

MongoDB

Intercom

Zendesk

Freshdesk

Webhooks

Job description

Wati is the world’s leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.

Trusted and loved by over 16,000+ customers across 190+ countries, Wati has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect with customers on their platform of choice.

In a world where real-time interactions drive growth, Wati’s story is all about business growth through conversations. At Wati, we believe that every conversation matters, whether it’s engaging a first-time prospect, nurturing a qualified lead, or deepening relationships with loyal clients. We transform these conversations into opportunities for building relationships, and strong relationships lead to increased revenue.

Our Platform
The AI-native platform simplifies complex business operations by bringing all customer interactions under one intelligent roof. Designed for scalability and ease of use, our solution delivers a measurable ROI while adapting to businesses of all sizes, from emerging startups to established enterprises.

Our Backing & Partnerships
Wati is proudly backed by world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence.

About the role-

A Level 2 Product Support Engineer - Level 2 is crucial in providing advanced technical assistance to customers or internal teams beyond what Level 1 support can handle. They are responsible for troubleshooting complex technical issues, resolving problems, and ensuring high customer satisfaction.

Rotational role — no night shifts, but the candidate should be open to early morning or evening shifts and weekend, while maintaining a 5-day work week.

Key responsibilities include:

• Technical Expertise: Serve as the second-level technical support expert for our SaaS product, demonstrating an in-depth understanding of our software’s functionalities, configurations, and integrations.

• Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Level 1 support, including but not limited to software bugs, integration problems, and data-related issues.

• Customer Interaction: Communicate with customers or end-users in a professional, empathetic, and customer-centric manner, ensuring their technical issues are addressed promptly and effectively.

• Documentation: Accurately document all customer interactions, resolutions, and technical solutions in the support ticketing system, maintaining comprehensive and organised records.

• Escalation Management: Collaborate closely with Level 1 support agents, product development teams, and other internal departments to elevate and prioritise critical issues and ensure timely resolutions.

• Training and Mentorship: Assist in training and mentoring Level 1 support agents, sharing your technical knowledge and best practices to improve their skills and knowledge.

• Product Knowledge Sharing: Stay updated with the latest features, updates, and enhancements of our SaaS product, and share this knowledge with the support team and customers.

• Quality Assurance: Ensure that all support interactions meet or exceed established quality and service standards, continuously improving the support process.

• Feedback Loop: Provide valuable feedback to the product development team based on recurring technical issues, customer feedback, and suggestions for product improvement.

• Bachelor’s degree in Computer Science, Information Technology, or a related field

• 4+ years experience in a technical support role, with a strong focus on troubleshooting complex technical issues related to SaaS products.

• Proficiency in using and troubleshooting SaaS applications.

• Hands-on experience with APIs, webhooks, scripting, and working knowledge of MongoDB or similar databases.

• Knowledge of data handling, migration, and security within SaaS environments.

• Experience with remote support tools and troubleshooting methods.

• Exceptional communication skills, both written and verbal, with the ability to convey technical concepts to non technical users.

• Experience with modern customer support platforms (e.g., Intercom, Zendesk, Freshdesk).

• Strong analytical and problem-solving skills with the ability to think critically and logically.

• Ability to work collaboratively with cross-functional teams and guide junior support agents.

• Relevant technical certifications (e.g., ITIL, SaaS-specific certifications) would be an added advantage

• Fully remote role — work from anywhere in Mexico or Brazil

• 5-day work week with rotational shifts, no night shifts

• Work with a global team serving 16,000+ customers across 190+ countries

• Fast-growing, well-funded company (backed by Tiger Global, Sequoia, DST Global, and Shopify)

• Direct exposure to product and engineering teams — your feedback shapes the product

• Learning and growth opportunities in a scaling SaaS environment