Support Engineer

About the Role:

As a Support Engineer, we are looking for a technically sound and customer-centric professional to drive the resolution of product-related issues, enhance customer satisfaction, and ensure seamless post-sales support. You will play a pivotal role in providing timely, efficient, and scalable solutions to our customers using DoubleTick. This role requires a combination of technical troubleshooting, clear communication, and a passion for solving complex problems.

You will work closely with the product, engineering, and customer success teams to improve user experience and reduce friction in adoption and usage. Your contribution will directly impact customer retention and product excellence.

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.