Support Engineer

Job Title: Support Engineer

Department: Customer Success

Company: DoubleTick

Location: Mumbai, India (On-Site)

Experience Required: 1-3 Years

DoubleTick is seeking a technically proficient and customer-centric Support Engineer to join our growing team in Mumbai. You will be instrumental in resolving product-related issues, elevating customer satisfaction, and ensuring seamless post-sales support for our SaaS-based CRM platform, DoubleTick, which operates on the WhatsApp Business API. This role requires a blend of technical troubleshooting, exceptional communication, and a passion for solving intricate problems to drive customer retention and product excellence.

Key Responsibilities:

• Troubleshoot and resolve issues concerning the DoubleTick SaaS CRM platform on WhatsApp Business API.
• Serve as the primary point of contact for customer inquiries via email, chat, and phone.
• Escalate complex technical issues to the engineering team, providing detailed root cause analysis and tracking resolution progress.
• Develop and maintain comprehensive documentation for support processes, FAQs, and known issues.
• Conduct proactive system checks and monitor platform health and user behavior to ensure optimal performance.
• Guide users on platform features, configurations, and workflows to maximize their value from DoubleTick.
• Collaborate with product and engineering teams to provide feedback and influence product enhancements.
• Build and nurture strong customer relationships through empathy, professionalism, and effective communication.
• Ensure adherence to Service Level Agreements (SLAs) and report on key support metrics.
• Design and implement complex bots and customer engagement journeys for enterprise clients, leveraging platform tools and client-specific requirements.
• Deploy and configure AI-powered bots using prompt engineering best practices for enterprise clients.
• Manage the integration and go-live process for large enterprise accounts, ensuring smooth deployment, client enablement, and technical validation.

Required Skills and Qualifications:

• 1-3 years of experience in a technical support or customer success role, preferably within SaaS or CRM environments.
• Proficiency in troubleshooting issues related to WhatsApp Business API, mobile/web applications, and general troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Basic understanding of APIs, webhooks, and integrations is advantageous.
• Ability to manage multiple priorities effectively in a dynamic, fast-paced setting.
• Experience with helpdesk platforms such as Freshdesk, Zendesk, or similar is preferred.
• Strong analytical and problem-solving capabilities with meticulous attention to detail.
• Prior experience supporting enterprise clients is a significant plus.

Why Join DoubleTick?

• Accelerated Career Growth: Opportunities for rapid advancement into leadership roles with a clear growth trajectory.
• Challenging Work: Engage with large enterprises and solve complex technology challenges.
• Career Flexibility: Potential to transition into roles such as Product Manager and beyond.
• Supportive Culture: Work within a friendly and approachable team with management that prioritizes its people.
• Founder Exposure: Gain insights into the startup journey and work closely with the founding team.
• Customer-Centric Skill Development: Build strong customer-facing and problem-solving skills through hands-on experience.
• Innovation Involvement: Directly contribute to AI bot creation, prompt engineering, and cutting-edge customer engagement solutions.