Remote SaaS Product Support Engineer (Level 2)

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 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.