Senior Technical Support Engineer

1 week ago


Gurgaon, Haryana, India AiSensy Full time
Job Description

AiSensy is a WhatsApp-based marketing and engagement platform that helps businesses grow their revenues via WhatsApp.

About the Role

We are looking for a Technical Support Engineer to provide top-notch support for our AiSensy Platform.

Key Responsibilities
  • Customer Issue Resolution: Respond to and resolve technical queries via chat, email, and calls.
  • Troubleshooting: Diagnose and resolve API errors, chatbot workflows, and platform issues.
  • Product Knowledge: Guide users on best integration practices and workflows that help the users.
  • Bug Reporting: Document issues and collaborate with QA & Development teams.
  • Platform Monitoring: Identify and escalate system downtimes or performance bottlenecks.
  • Help Documentation: Create FAQs, guides, and tutorials for common tech issues.
Requirements
  • 2-4 years in Technical Support, IT Helpdesk, or SaaS product support.
  • Strong understanding of APIs, Postman, and Webhooks.
  • Experience with Chatbot & SaaS Platforms.
  • Good knowledge of troubleshooting web applications & databases.
  • Ability to analyze logs, error messages, and debug issues.
  • Strong communication skills to simplify technical explanations.
Desirable Skills
  • Familiarity with WhatsApp Business API & chatbot workflows etc.
  • Experience using Jira, Zendesk, Freshdesk, or similar tools.
  • Basic knowledge of MERN stack for deeper issue debugging.


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