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Open nowPosted 80 days ago

Product Support Associate - L2

Workable (global search)108,016 open roles

Where
Brazil
Work mode
Remote
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Your applicationOpen nowProduct Support Associate - L2Workable (global search) · Brazil

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 80 days ago

Workable (global search) median: 7 days open

The posting

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 escalate 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.

Requirements

  • 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

Benefits

  • 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
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