Senior Technical Support Engineer
1 week ago
AiSensy is a WhatsApp-based marketing and engagement platform that helps businesses grow their revenues via WhatsApp.
About the RoleWe 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.
- 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.
- 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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