Product Support Engineer
wati.io, Hong Kong
Job Description
WATI is an early stage, fast growing SaaS platform that is revolutionizing how companies communicate with their customers. Through our cutting-edge customer engagement software built on Whatsapp’s Business API, businesses are now able to have personalised conversations, be easily accessible and engage with their customers in-real time - at scale! We live in the on-demand economy, where customers expect fast, simple and easy service and that’s exactly what our platform empowers companies to do.
This is made possible through WATI’s easy-to-use platform that can be made up and running in no time. As a result, small and medium businesses have embraced the platform rapidly, and thousands of customers across 54 countries are now using WATI within just a year of launch.
The Product Support Engineer will leverage customer-facing experiences and be responsible for managing enterprise client support triaging, execution, and resolution of severity 0, 1, and 2 incidents.
This is a unique opportunity, where you will research and implement solutions to prevent or mitigate customer issues through a combination of proactive support and monitoring. You will partner with our Engineering team and other cross-functional teams to provide the highest level of support and subject matter expertise to our clients in South East Asia, Europe and Latin America. This is a suitable career opportunity for a highly motivated, customer-centric, self-directed individual who is interested in learning and supporting a cutting-edge SaaS platform.
What you'll do:
- Research, resolve, and respond to a variety of customer technical issues, while also liaising with our engineering team to resolve software bugs discovered during support investigations
- Analyse and problem solve high-level complex issues and provide in-depth technical assistance to account executives, engineers, and product managers
- Create and maintain internal and external support documentation including policies, standard operating procedures, guidelines, and knowledge articles
- Develop and nurture successful long-term relationships with our customers by creating a best-in-class customer experience
What will make you stand out:
- Experience in a small start-up work environment
- Self-motivated, a great teammate, high-energy and diligent work ethic
- Exhibits and drives a strong commitment to outstanding customer service
- Passion for providing positive customer experiences, dedication to follow-up
- Ability to hit the ground running with little oversight; ability to work independently
- Ability to communicate confidently and concisely to both technologists and non-technologists
Requirements
- BA/BS computer sciences, or relevant experience
- 2+ years experience working in a customer technical support role with a track record of success
- 1+ year of experience working with Zendesk or similar (Jira, Intercom, etc.) and various plug-ins/automated workflows for ticket and incident management
- Experience and understanding of container applications such as Docker and Kubernetes
- Experience with cloud technologies such as Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP)
- Experience with monitoring tools such as Grafana, Prometheus, Stackdriver, etc