Support Engineer

About The Role

Required Skills And Qualifications

• Troubleshoot and resolve issues related to our SaaS-based CRM platform, DoubleTick, on WhatsApp Business API.
• Act as the first line of support, managing incoming customer queries via email, chat, or call.
• Escalate complex issues to the engineering team with detailed root cause analysis and resolution tracking.
• Maintain documentation for support processes, FAQs, and known issues to ensure faster resolution.
• Conduct system checks and proactively monitor platform health and user behavior.
• Guide users through features, configurations, and workflows to help them derive maximum value.
• Collaborate with cross-functional teams to provide feedback and influence product enhancements.
• Build strong customer relationships through empathy, professionalism, and effective communication.
• Ensure SLA adherence and report on key support metrics.
• Design and implement complex bots and customer engagement journeys for enterprise clients using platform tools and client-specific requirements.
• Deploy and configure AI-powered bots for enterprise clients using prompt engineering best practices.
• Own the integration and go-live process for large enterprise accounts, ensuring smooth deployment, client enablement, and technical validation.
  

Preferred Skills

• 1–3 years of experience in a technical support or customer success role, preferably in SaaS or CRM platforms.
• Strong knowledge of WhatsApp Business API, mobile/web applications, and troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Basic knowledge of APIs, webhooks, and integrations is a plus.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working with tools like Freshdesk, Zendesk, or similar helpdesk platforms.
• Strong analytical and problem-solving abilities with attention to detail.
• Prior experience supporting enterprise clients like Malabar Gold & Diamonds, Tarun Tahiliani, BVC Logistics, or Birla Brainiacs is a plus.
  

• Accelerated Career Growth – Fast-track your way into leadership roles with a clear growth path.
• Challenging Work Environment – Collaborate with large enterprises and solve complex technology problems.
• Career Flexibility – Explore transitions into roles like Product Manager and beyond.
• Supportive Culture – Work with a friendly, approachable team and management that values people.
• Founder-Led Exposure – Get a front-row seat to the startup journey and work closely with the founding team.
• Sharpen Customer-Centric Skills – Gain hands-on experience and build strong customer-facing and problem-solving skills.
• Hands-On Innovation – Be directly involved in AI bot creation, prompt engineering, and cutting-edge customer engagement solutions.
  

About Us