About AiSensy AiSensy is a Whats App-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, Physics Wallah, and Cosco, to grow their revenues via Whats App. 800+ Crore Whats App 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, Whats App 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. Whats App & Platform Support Develop strong knowledge of
Whats App Business Platform, Whats App APIs, templates, campaigns, automation, and messaging workflows . Assist customers with Whats App 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. Solid problem-solving and analytical skills. Experience with support tools such as
Zendesk, Freshdesk, Intercom, Live Chat, or similar platforms . Customer-first mindset with the ability to handle difficult or high-priority customer issues.
Good-to-Have Skills Experience with
Whats App Business API / Whats App 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 Whats App, APIs, integrations, and SaaS. Work closely with Product, Engineering, Customer Success, and leadership teams. Gain hands-on exposure to
Whats App 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 (India)
🏢 AiSensy
📍 India