Customer Support Engineer

360dialog is the leading Whatsapp platform for Independent Software Providers. We are hosting the Whatsapp channels for more than 800 software solutions and 45000+ B2B clients. As a bootstrapped and profitable company with no investors in the cap table, we are free to do what makes sense from the business as well as from the tech perspective. Our mission is to enable businesses to not only adapt messaging channels but also use them for performance use cases and drive revenue through them. We love to use state of art engineering methods all over the place, in software development, tech operations but you will find them also in non-tech areas through the whole organization.

We are looking for like-minded people to join our organization and contribute with their ideas, skills and expertise in exchange for a good payment.

What we offer:

Here’s an opportunity to shape a whole new industry in Business Messaging. You’ll be joining a team of experienced entrepreneurs who run a bootstrapped and profitable global company.

• Join a dynamic, innovative team where you'll collaborate with some of the brightest minds in tech.
• Enjoy daily opportunities to learn, grow, and push the boundaries of what's possible.
• Work from anywhere in the world with full remote flexibility.
• Receive a competitive salary package that reflects your skills, experience and achievements.

Requirements

Responsibilities:

• Provide customer support across multiple channels, including tickets, chat, email, and online meetings.
• Collaborate with L2 support teams to identify and implement effective solutions.
• Troubleshoot WhatsApp API -related issues and resolve technical problems.
• Guide partners and clients in navigating the WhatsApp Business ecosystem.
• Communicate with WhatsApp / Meta representatives.
• Work closely with LATAM onboarding and commercial teams.

Your Profile

• 3-4 years in support / technical support roles.
• Comp Sci, Science, Technology or related degree
• Interested in moving into a more challenging support position.

Hard Skills

• Proven experience with web dev technologies (HTML, JavaScript, CSS, APIs).
• Hands-on experience with REST APIs & Webhooks.
• Solid understanding of tech fundamentals and helpdesk software.
• Language skills: English (C1+ ) and 1 other language.

Soft Skills

• Customer-focused, with the ability to empathise with customers.
• Strong troubleshooting and problem-solving capabilities, with a structured and analytical approach.
• Excellent communication skills, including active listening, clear questioning, and the ability to understand context.
• Proven ability to manage multiple priorities effectively in fast-paced environments, maintaining accuracy and attention to detail.

Bonus Skills

• Experience with WhatsApp Business API or Meta Graph API .
• Programming skills (SQL, JavaScript, Python, React).
• Familiarity with logging and monitoring tools (eg: Grafana or similar).
• People management experience.
• Additional language proficiency.