Wati.io: Product Support Associate - L2

Headquarters: Mexico

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 20,000+ customers across 100+ 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 PlatformThe 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 & PartnershipsWati 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. Bachelor's degree in Computer Science, Information Technology, or a related field4+ 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

To apply: https://weworkremotely.com/remote-jobs/wati-io-product-support-associate-l2

Position Details

• Job Title: Wati.io: Product Support Associate - L2
• Company / Organisation: We Work Remotely
• Location: Worldwide / Remote
• Employment Type: Full-time
• Field / Industry: Customer Support
• Work Arrangement: Remote — open to candidates worldwide

About This Opportunity

This full-time opportunity at We Work Remotely is an excellent opening for experienced professionals in the field of customer success and support. The role is structured around a fully remote setup — offering you the freedom to work from any location in the world and is designed for candidates who are ready to make a meaningful contribution from the moment they join.

As a remote-first position, this role welcomes qualified candidates from across the globe. You will be expected to manage your schedule independently, communicate proactively, and deliver results consistently — hallmarks of a high-performing remote professional.

Whether you are an established practitioner in customer success and support or a highly skilled professional looking for your next challenge, this Wati.io: Product Support Associate - L2 role offers the platform to apply your expertise in a real-world, results-oriented environment. We Work Remotely is looking for a candidate who can hit the ground running and add genuine value to the team.

Who Should Apply

This role is ideal for candidates who have a solid background in customer success and support and a demonstrable track record of delivering high-quality results. You should possess empathy, clear communication, patience, and a proactive approach to problem resolution. Experience working with customer support platforms, ticketing systems, and CRM and live-chat tools will be an advantage, though a commitment to continuous learning and professional development is equally valued.

Beyond technical or domain expertise, We Work Remotely is looking for someone who communicates clearly, collaborates effectively with colleagues and stakeholders, and takes ownership of their work from start to finish. If you thrive in a professional environment and are passionate about the opportunity to deliver exceptional customer experiences and build lasting client satisfaction and loyalty, we encourage you to apply.

Key Competencies for This Role

Successful candidates for the Wati.io: Product Support Associate - L2 position at We Work Remotely will typically demonstrate the following core competencies:

• Domain expertise — a strong foundation of knowledge and hands-on experience in customer success and support
• Problem-solving ability — the capacity to identify challenges, think critically, and implement practical solutions efficiently
• Communication skills — clear and professional communication with colleagues, stakeholders, and partners at all levels
• Self-management — strong time management and the ability to prioritise a varied workload while meeting deadlines
• Team collaboration — a collaborative and supportive approach to working alongside colleagues across departments or locations
• Adaptability — the ability to respond positively to change and thrive in a dynamic, evolving work environment

How to Apply

To apply for this Wati.io: Product Support Associate - L2 position at We Work Remotely, click the "Apply Now" button on this page. You will be taken directly to the official application page where you can complete and submit your application.

Before applying, please ensure that your CV or résumé is fully up to date and clearly highlights your experience and accomplishments in customer success and support. If a cover letter is included or requested, tailor it specifically to this role and explain how your background, skills, and goals align with what We Work Remotely is looking for in a Wati.io: Product Support Associate - L2.

All applications for this role are processed directly by We Work Remotely. Career Nest facilitates the job discovery process and does not pre-screen or forward applications on behalf of employers. There are no fees for job seekers at any stage of the application process.

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