Product Support Associate - L2

Wati
Mexico, Brazil
Workplace: RemoteFull timeFunction: Communications, PR & CommunityExperience: 4+ yearsEducation: bachelorsSkills: ["Communication","Analytical thinking","Problem-solving","Collaboration","Mentorship"]

Provide advanced second-level technical support for Wati’s SaaS product, troubleshooting complex bugs, integrations, and data-related issues escalated from Level 1. Communicate professionally with customers to resolve problems promptly, document all cases in the ticketing system, and manage escalations with engineering and internal teams. Support quality standards, contribute to the feedback loop, and mentor Level 1 agents.

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Wati
Wati
4 weeks ago

Product Support Associate - L2

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Provide advanced second-level technical support for Wati’s SaaS product, troubleshooting complex bugs, integrations, and data-related issues escalated from Level 1. Communicate professionally with customers to resolve problems promptly, document all cases in the ticketing system, and manage escalations with engineering and internal teams. Support quality standards, contribute to the feedback loop, and mentor Level 1 agents.
Location: Mexico, Brazil
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Serve as the second-level technical support expert for Wati’s SaaS product, covering functionalities, configurations, and integrations.
  • •Investigate and resolve complex technical issues escalated from Level 1, including software bugs, integration problems, and data-related issues.
  • •Communicate with customers and end-users in a professional, empathetic, customer-centric manner to address technical issues promptly.
  • •Document customer interactions, resolutions, and technical solutions in the support ticketing system.
  • •Collaborate with Level 1 support, product development, and other teams to escalate and prioritize critical issues; mentor Level 1 agents and improve the support process.

Pay and Benefits

Perks:Remote Work

Key Requirements

  • •Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • •4+ years of experience in technical support, focused on troubleshooting complex SaaS technical issues.
  • •Proficiency in using and troubleshooting SaaS applications.
  • •Hands-on experience with APIs, webhooks, scripting, and working knowledge of MongoDB (or similar databases).
  • •Experience with remote support tools and strong communication skills for explaining technical concepts to non-technical users.
Experience:4+ yearsSaaSRemote supportCustomer support
Education:Bachelor's in Computer Science, Information Technology
Skills:CommunicationAnalytical thinkingProblem-solvingCollaborationMentorship
Certifications:ITILSaaS-specific certifications
Tech Stack:APIsWebhooksScriptingMongoDBIntercomZendeskFreshdeskTicketing system

Company Brief

Wati
Provides a WhatsApp-based customer engagement platform that helps businesses manage sales, support, and marketing conversations in one shared inbox. The product includes automation, broadcasts, chatbots, and team collaboration tools for messaging-led workflows.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Hong Kong, Hong Kong
Founded: 2018
WebsiteLinkedIn