Hybrid Support Software Developer – Tools, AI Automation

at WATI

• Job title: Support Software Developer – Tools, AI Automation
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, BigQuery, Cloud, Docker, Google Cloud Platform, JavaScript, Kubernetes, MongoDB, Node.js, Python, SQL, TypeScript
• Location requirements: Hybrid, Bengaluru, India

About the role

• Support Software Developer focusing on tools and AI-automation to enhance customer support efficiency. Collaborating across teams to implement innovative solutions and drive operational improvements.

Responsibilities

• Implement Tools & Technologies: Support the rollout and configuration of new customer support tools, technologies, and initiatives to improve efficiency and service quality.
• Drive Automation & Innovation: Identify and implement opportunities for automation, self-service, and AI-powered solutions to reduce manual effort and enhance the customer experience.
• Partner with Support Teams: Work closely with L1 and L2 support teams to gather feedback, understand operational pain points, and propose process and tooling improvements.
• Data Collection & Analysis: Analyze customer support data across channels (Slack, email, chat, etc.) including ticket volumes, response times, resolution rates, and customer feedback to derive insights.
• Root Cause Analysis: Investigate recurring issues to uncover root causes and recommend long-term process or tooling improvements to reduce customer friction.
• Reporting & Visualization: Create reports, dashboards, and visualizations to monitor support trends, bottlenecks, performance metrics, and team productivity.
• Standardize Processes: Develop and maintain SOPs and best practices to enable consistent, scalable support operations across regions and use cases.
• Cross-functional Collaboration: Liaise with Product, Customer Success, Sales, and Engineering teams to ensure support operations are aligned with broader business goals.
• Monitor KPIs: Track and report on key performance indicators related to customer satisfaction, support quality, and operational efficiency.
• Enable Support Teams: Train and support the support teams on tools, data analysis, new processes, and system best practices.
• Own Support Architecture: Manage and maintain documentation of the support tool stack, data flows, integrations, and architecture.

Requirements

• 3–5 years of experience in Support Operations, Technical Support, Business Operations, or a similar role in a B2B SaaS environment.
• Strong skills in JavaScript/Node.js, Python, or TypeScript,
• Experience with REST APIs, webhooks, and third-party integrations (CRM, ticketing, bots, etc.).
• Hands-on experience with workflow automation tools such as Make, Zapier, n8n, or similar.
• Familiarity with customer support tools (Zendesk, Freshdesk, Intercom, DevRev, etc.).
• Knowledge of cloud platforms (AWS or GCP) and containerization/orchestration (Docker, Kubernetes)
• Hands-on experience with APIs, webhooks, scripting, and working knowledge of MongoDB or similar databases.
• Proficiency with data analysis tools such as Excel, SQL, Looker, BigQuery, or equivalent.
• Demonstrated experience with AI/ML technologies and integrating AI into development workflows.
• Excellent communication and interpersonal skills for effective cross-functional collaboration.
• Deep understanding of SaaS support metrics, KPIs, and industry best practices.
• Strong analytical and problem-solving skills with the ability to translate data into meaningful insights.
• Strong project management skills and the ability to drive process improvements and cross-team initiatives.
• Proactive, organized, and self-driven—able to manage multiple priorities in a fast-paced, high-growth environment.