Started as a WhatsApp team inbox in 2020, Wati has evolved into an AI-powered customer engagement platform that goes beyond a single channel. Designed for businesses that sell, support, and grow through conversations, Wati observes customer intent in real time, decides the next best revenue action, and executes it across marketing, sales, and support — on WhatsApp, Instagram, Facebook, TikTok, SMS, and more. Trusted by over 16,000 customers across 190+ countries, Wati simplifies complex operations and business conversations with a unified inbox, no-code automation, and our intelligent AI layer, Astra. Proudly backed by Tiger Global, Sequoia Capital, DST Global, and Shopify, and recognised as a Premium Partner of Meta and Google. Wati, the AI-Powered Customer Engagement Platform for Revenue Growth. Shift: APAC / EMEA Coverage (Hybrid) || US Shift (Remote Setup) We are hiring a Product Support Associate – L1 Pre-Sales Support (PLG) to support inbound and outbound sales-led conversations, engage high-intent leads, and help drive pipeline generation and product adoption. This is a primarily outbound-focused role where you will work closely with prospects, support teams, and sales stakeholders to convert interest into meaningful product engagement. Responsibilities • Engage and convert high-intent leads through outbound follow-ups, warm lead activation, and pipeline engagement activities. • Support the sales team by generating and qualifying outbound leads and building sales pipeline opportunities. • Engage with prospects to understand their use cases, business requirements, pain points, and urgency. • Conduct product walkthroughs and demos for prospective customers. • Respond to customer and prospect inquiries through chat, tickets, and other support channels professionally and efficiently. • Qualify leads based on use case, deal size, urgency, and product fit. • Assist prospects in moving from initial interest to product adoption by providing guidance on platform capabilities and workflows. • Maintain accurate lead and conversation tracking within CRM and ticketing systems. • Collaborate closely with Sales, Product, Onboarding, and Support teams to ensure smooth customer engagement. • Handle multiple customer conversations simultaneously while effectively prioritizing urgent or high-value opportunities. • Stay updated on product enhancements, AI capabilities, automation workflows, APIs, and integrations. Requirements • 2-4 years of experience in Pre-Sales, Product Support, Technical Support, Customer Support, SDR/BDR, or similar customer-facing roles in a SaaS or software company. • Experience handling chat, tickets, outbound follow-ups, or pre-sales conversations. • Strong understanding of APIs, webhooks, automation workflows, or technical product integrations. • Ability to qualify leads and identify customer requirements effectively. • Experience conducting product demos or walkthroughs is preferred. • Excellent verbal and written communication skills in English. • Strong multitasking and prioritization abilities in a fast-paced environment. • AI proficiency is mandatory. • Comfortable working across APAC / EMEA shifts. • Strong problem-solving mindset and customer-first approach.