L3 Tech Support

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Experience: 2+ yrs

Location: Mumbai

As a L3 Tech Support, you will serve as the final line of defense in troubleshooting complex technical issues involving our chatbot platform, WhatsApp flows, and Instagram integration. Your role will demand a deep understanding of RESTful APIs, JSON data structures, and webhook mechanisms to diagnose and resolve incidents swiftly. You will collaborate closely with cross-functional teams to refine automation workflows, ensuring seamless user experiences across our messaging channels. By leveraging your expertise, you will help maintain uptime, optimize system performance, and contribute to continuous improvement initiatives.

Requirements

Key Responsibilities

• Handle Level 3 technical escalations and troubleshoot complex issues related to chatbot platforms and messaging integrations.
• Diagnose and resolve issues involving WhatsApp Flows, Instagram API, REST APIs, JSON payloads, and webhooks.
• Investigate API failures, integration errors, authentication issues, request-response inconsistencies, and data transmission problems.
• Analyze API logs, webhook events, server responses, and error traces to identify root causes.
• Support chatbot configuration, workflow execution, and integration-related troubleshooting.
• Assist customers and internal teams with API integration, webhook configuration, and technical implementation queries.
• Validate JSON structures, API requests, response formats, and webhook payloads.
• Collaborate with development and product teams to resolve complex bugs and communicate recurring technical issues.
• Document troubleshooting steps, root causes, known issues, and resolution procedures for future reference.
• Monitor escalated cases, maintain resolution timelines, and ensure effective communication throughout the support process.
• Identify recurring technical challenges and recommend improvements to platform stability and support processes.

What Makes You a Great Fit?

• Experience: 2+ years of experience in technical support, product support, API support, or a related technical role.
• Chatbot Expertise: Practical understanding of chatbot platforms, bot workflows, and messaging automation.
• WhatsApp Flows: Knowledge of WhatsApp Flows configuration, functionality, and troubleshooting.
• Instagram API: Familiarity with Instagram API integrations and messaging-related capabilities.
• REST API: Strong understanding of REST APIs, HTTP methods, status codes, authentication, and request-response cycles.
• JSON: Ability to read, validate, troubleshoot, and interpret JSON payloads.
• Webhooks: Understanding of webhook configuration, event handling, payload validation, and troubleshooting.
• Troubleshooting: Strong analytical and debugging skills, with the ability to investigate complex technical issues independently.
• Communication: Excellent written and verbal communication skills for explaining technical concepts to customers and internal teams.
• Documentation: Ability to maintain clear technical documentation and share effective troubleshooting procedures.
• Work Approach: Strong ownership, attention to detail, and the ability to manage multiple escalations while meeting resolution timelines.

If you have a strong technical support background and enjoy solving complex API, chatbot, and messaging integration challenges, this role offers an opportunity to contribute to reliable technology solutions and an excellent customer experience.