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26 ADA Global Jobs

Product Support Engineer

6-9 years

Bangalore / Bengaluru

1 vacancy

Product Support Engineer

ADA Global

posted 5mon ago

Job Role Insights

Job Description

ADA GLOBAL is looking for Product Support Engineer to join our dynamic team and embark on a rewarding career journey
We are actively seeking a highly skilled and experienced Product Support Engineer L3 with a profound understanding ofbusiness messaging products for WhatsApp and Meta Platforms. The ideal candidatewill possess extensive technical support expertise and be well-versed in techsupport processes, including SLA management, RCA (Root Cause Analysis), TAT(Turnaround Time), CSAT (Customer Satisfaction), and more. Furthermore, thisrole will require a strong background in troubleshooting, bug fixes, and codechanges.

Key Responsibilities:

  • Serve as a Level 3 technical support expert for clients using our business messaging solutions on WhatsApp and Meta Platforms.
  • Handle complex technical issues, leading in-depth investigations and timely resolutions.
  • Collaborate with Level 2 support engineers, providing guidance and expertise in complex issue resolution.
  • Uphold and improve SLA (Service Level Agreement) compliance, ensuring client expectations are consistently met.
  • Lead RCA (Root Cause Analysis) efforts for recurring and critical issues, driving product enhancements and stability.
  • Monitor and optimize system performance, taking a proactive approach to resolving potential issues.
  • Contribute to the development of comprehensive support documentation, knowledge bases, and training materials.
  • Cultivate strong client relationships, focusing on achieving and maintaining high CSAT (Customer Satisfaction) scores.

Technical Experience (Tech Stack):

  • Advanced proficiency in WhatsApp Business API and Meta Platform's APIs.
  • Extensive experience in identifying, diagnosing, and resolving complex technical issues in messaging products.
  • Strong background in debugging, bug fixes, and implementing code changes.
  • In-depth knowledge of messaging protocols, particularly WhatsApp Business API.
  • Proficiency in using ticketing systems and support tools.
  • Proficient programming and scripting skills (e.g., Python, JavaScript) for advanced debugging and troubleshooting.
  • Familiarity with network and server monitoring tools, with the ability to diagnose complex issues.
  • Experience in advanced issue tracking, incident management, and crisis resolution.
  • Proven track record in managing, reviewing, and implementing code changes and enhancements to address software bugs and improve product stability.

Qualifications:

  • Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
  • Minimum of 6+ years of experience in L3 technical support, with a strong focus on WhatsApp and Meta Platforms.
  • Extensive knowledge of business messaging products and their integration with WhatsApp and Meta.
  • Proven track record in SLA management, RCA, TAT, and CSAT processes.
  • Exceptional problem-solving and analytical skills.
  • Outstanding communication and interpersonal abilities.
  • Ability to work autonomously and collaboratively within a team.
  • Meticulous attention to detail.

If you are a highly motivated and technically proficient L3Support Engineer with a specialization in business messaging products forWhatsApp and Meta Platforms, we encourage you to apply.


Employment Type: Full Time, Permanent

Functional Areas: Manufacturing

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