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26 ADA Global Jobs

Product Support Engineer

5-9 years

Bangalore / Bengaluru

1 vacancy

Product Support Engineer

ADA Global

posted 5mon ago

Job Description

ADA GLOBAL is looking for Product Support Engineer to join our dynamic team and embark on a rewarding career journey
We are seeking a highly skilled and experienced L2Support Engineer with a deep understanding of business messaging productson WhatsApp and Meta Platforms. The ideal candidate will have a strongtechnical support background and will be well-versed in tech support processes,including SLA management, RCA (Root Cause Analysis), TAT (Turnaround Time),CSAT (Customer Satisfaction), and more.

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.


Employment Type: Full Time, Permanent

Functional Areas: Manufacturing

Read full job description

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