Customer Support Specialist

About AiSensy

AiSensy is a WhatsApp-based Marketing & Engagement platform empowering 250,000+ businesses, including leading brands like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, PhysicsWallah, and Cosco, to grow their revenues via WhatsApp.

• 800+ Crore WhatsApp messages exchanged yearly between businesses and users via AiSensy
• Trusted by leading brands across industries
• Businesses drive 25–80% of revenues using AiSensy
• Backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors

The Opportunity

We are looking for a Technical Customer Support Executive who can combine strong customer communication skills with technical problem-solving.

You will work directly with customers to troubleshoot product, integration, API, WhatsApp Business Platform, and configuration-related issues. You will collaborate closely with Product and Engineering teams to resolve complex technical problems and ensure a smooth customer experience.

This is a hands-on role for someone who enjoys understanding how products work, debugging issues, and helping customers solve technical problems.

Key Responsibilities

Technical Customer Support

• Handle customer queries through chat, email, phone, and other support channels.
• Troubleshoot product, configuration, integration, and account-related issues.
• Understand customer problems, identify root causes, and provide accurate resolutions.
• Guide customers step-by-step through technical solutions and product configurations.
• Escalate complex or unresolved issues to Product/Engineering with complete technical context.

WhatsApp & Platform Support

• Develop strong knowledge of WhatsApp Business Platform, WhatsApp APIs, templates, campaigns, automation, and messaging workflows.
• Assist customers with WhatsApp Business setup, configuration, onboarding, and troubleshooting.
• Troubleshoot issues related to message delivery, templates, campaigns, contacts, automation, and integrations.
• Help customers understand platform limitations, errors, and best practices.

API & Integration Troubleshooting

• Troubleshoot REST APIs, webhooks, API authentication, request/response issues, and third-party integrations.
• Read and understand JSON payloads, API responses, HTTP status codes, and error messages.
• Use tools such as Postman to test APIs and reproduce customer issues.
• Investigate integration issues involving CRMs, websites, automation platforms, and other third-party systems.
• Work with Engineering teams to reproduce and resolve technical bugs.

Customer Experience & Communication

• Maintain clear, professional, and empathetic communication with customers.
• Translate technical issues into simple, customer-friendly explanations.
• Maintain accurate records of customer interactions, issues, troubleshooting steps, and resolutions in CRM/support tools.
• Follow defined SLAs, response-time, resolution-time, CSAT, and productivity targets.

Root Cause & Escalation

• Reproduce technical issues before escalating whenever possible.
• Gather relevant logs, screenshots, API responses, error messages, timestamps, and other debugging information.
• Identify recurring customer issues and highlight them to Product/Engineering.
• Contribute to knowledge bases, FAQs, troubleshooting guides, and internal documentation.

Process Improvement

• Identify recurring support problems and suggest improvements to product, documentation, and support processes.
• Contribute to improving first-contact resolution, response time, resolution time, and customer satisfaction.
• Help build scalable support workflows as AiSensy continues to grow.

Must-Have Skills

• 2+ year of experience in Technical Support, Product Support, SaaS Support, Application Support, or a similar role.
• Strong written and verbal communication skills.
• Hands-on experience troubleshooting software/SaaS products.
• Basic understanding of APIs, REST APIs, JSON, HTTP methods, and status codes.
• Understanding of webhooks and third-party integrations.
• Comfortable using Postman or similar API testing tools.
• Ability to diagnose technical issues using error messages, logs, API responses, screenshots, and reproduction steps.
• Strong problem-solving and analytical skills.
• Experience with support tools such as Zendesk, Freshdesk, Intercom, LiveChat, or similar platforms.
• Customer-first mindset with the ability to handle difficult or high-priority customer issues.

Good-to-Have Skills

• Experience with WhatsApp Business API / WhatsApp Business Platform.
• Experience with BSPs, CPaaS, messaging platforms, or conversational platforms.
• Knowledge of CRM integrations and automation tools such as Zapier, Make, or n8n.
• Basic understanding of SQL/database queries.
• Familiarity with webhooks, authentication methods, API tokens, and OAuth.
• Experience supporting B2B SaaS products.
• Experience working with technical/product teams in a startup environment.

Key Performance Metrics

• CSAT
• First Response Time
• Resolution Time
• First Contact Resolution
• SLA Adherence
• Ticket/Productivity Targets
• Escalation Quality
• Customer Issue Resolution Rate

Why Join AiSensy

• Work on a high-scale platform serving 250,000+ businesses.
• Solve real-world technical problems involving WhatsApp, APIs, integrations, and SaaS.
• Work closely with Product, Engineering, Customer Success, and leadership teams.
• Gain hands-on exposure to WhatsApp Business APIs, SaaS, integrations, and customer engagement technology.
• Join a fast-growing, mission-driven startup where your work directly impacts customer experience and business growth.