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.
- Robust 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.

📌 Customer Support Executive (Gurugram)
🏢 AiSensy
📍 Gurugram