Product Support Engineer

Key Responsibilities:

• Provide Level 2 technical support for clients utilizing our business messaging solutions on WhatsApp and Meta Platforms.
• Act as a point of contact for complex technical issues, investigating and resolving them in a timely manner.
• Collaborate with Level 1 support engineers to ensure a smooth escalation process and swift issue resolution.
• Maintain and enhance SLA (Service Level Agreement) adherence, ensuring client expectations are met or exceeded.
• Conduct RCA (Root Cause Analysis) for recurring issues, driving continuous improvement in our messaging products.
• Monitor and analyze system performance, identifying areas for optimization and proactive issue resolution.
• Contribute to the development of support documentation, knowledge bases, and training materials.
• Foster strong client relationships, ensuring high CSAT (Customer Satisfaction) scores.

Technical Skills (Tech Stack):

• Proficiency in WhatsApp Business API and Meta Platform's APIs.
• Strong understanding of messaging protocols, including the WhatsApp Business API.
• Knowledge of database systems and SQL for data analysis.
• Familiarity with ticketing systems and support tools.
• Basic programming and scripting knowledge (e.g., Python, JavaScript) for debugging and troubleshooting.
• Familiarity with network and server monitoring tools.
• Experience with issue tracking and incident management.

Qualifications:

• Bachelors or Masters degree in computer science, Engineering, or a related field.
• Minimum of 5+ years of experience in L2 technical support, specifically with WhatsApp and Meta Platforms.
• In-depth knowledge of business messaging products and their integration with WhatsApp and Meta.
• Proven experience in SLA management, RCA, TAT, and CSAT processes.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• Ability to work independently and collaboratively within a team.
• Exceptional attention to detail.

If you are a highly motivated and technically adept Product SupportEngineer with a focus on business messaging products for WhatsApp and MetaPlatforms, we encourage you to apply.