Product Support Engineer

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.