{"id":3570952,"url":"https://alion.io/job/weekday-l3-tech-support","title":"L3 Tech Support","company":{"id":7097,"name":"Weekday","domain":"weekday.works","url":"https://alion.io/company/weekday","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":81,"open_postings":92,"ghost_share":0,"stale_share":0.978,"repost_share":0,"time_to_fill_p50_days":6,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Rest API","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-10-31T16:39:21Z","employer_posted_date":"2026-10-31","last_verified_at":"2026-11-01T19:14:52Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"'\n: - ( - )\nExperience: 2+ yrs\nLocation: Mumbai\nAs 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.\nRequirements\nKey Responsibilities\nHandle Level 3 technical escalations and troubleshoot complex issues related to chatbot platforms and messaging integrations.\nDiagnose and resolve issues involving WhatsApp Flows, Instagram API, REST APIs, JSON payloads, and webhooks.\nInvestigate API failures, integration errors, authentication issues, request-response inconsistencies, and data transmission problems.\nAnalyze API logs, webhook events, server responses, and error traces to identify root causes.\nSupport chatbot configuration, workflow execution, and integration-related troubleshooting.\nAssist customers and internal teams with API integration, webhook configuration, and technical implementation queries.\nValidate JSON structures, API requests, response formats, and webhook payloads.\nCollaborate with development and product teams to resolve complex bugs and communicate recurring technical issues.\nDocument troubleshooting steps, root causes, known issues, and resolution procedures for future reference.\nMonitor escalated cases, maintain resolution timelines, and ensure effective communication throughout the support process.\nIdentify recurring technical challenges and recommend improvements to platform stability and support processes.\nWhat Makes You a Great Fit?\nExperience: 2+ years of experience in technical support, product support, API support, or a related technical role.\nChatbot Expertise: Practical understanding of chatbot platforms, bot workflows, and messaging automation.\nWhatsApp Flows: Knowledge of WhatsApp Flows configuration, functionality, and troubleshooting.\nInstagram API: Familiarity with Instagram API integrations and messaging-related capabilities.\nREST API: Strong understanding of REST APIs, HTTP methods, status codes, authentication, and request-response cycles.\nJSON: Ability to read, validate, troubleshoot, and interpret JSON payloads.\nWebhooks: Understanding of webhook configuration, event handling, payload validation, and troubleshooting.\nTroubleshooting: Strong analytical and debugging skills, with the ability to investigate complex technical issues independently.\nCommunication: Excellent written and verbal communication skills for explaining technical concepts to customers and internal teams.\nDocumentation: Ability to maintain clear technical documentation and share effective troubleshooting procedures.\n Work Approach: Strong ownership, attention to detail, and the ability to manage multiple escalations while meeting resolution timelines.\nIf 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 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