Product Support Associate - L1 (LATAM)

About Wati Started as a WhatsApp team inbox in 2020, Wati has evolved into an AI-powered customer engagement platform that goes beyond a single channel. Designed for businesses that sell, support, and grow through conversations, Wati observes customer intent in real time, decides the next best revenue action, and executes it across marketing, sales, and support — on WhatsApp, Instagram, Facebook, TikTok, SMS, and more. Trusted by over 16,000 customers across 190+ countries, Wati simplifies complex operations and business conversations with a unified inbox, no-code automation, and Wati AI powered by AI Copilot, Astra AI Agent and flexibility to add your own LLMs/AI. Proudly backed by Tiger Global, Sequoia Capital, DST Global, and Shopify, and recognised as a Premium Partner of Meta and Google. Wati, the AI-Powered Customer Engagement Platform for Revenue Growth. About the role- We are seeking a highly skilled Product Support Engineer to provide advanced technical assistance to our customers and internal teams. In this role, you will be responsible for investigating and resolving complex technical issues, managing escalations, and ensuring the highest levels of customer satisfaction. You will act as a key technical resource, bridging the gap between front-line support and our product development teams while maintaining a deep understanding of our software's architecture and integrations. Rotational role — no night shifts, but the candidate should be open to early morning or eve