Technical Support Engineer

Overview

Job Title: Support Engineer

Department: Customer Success

Company: DoubleTick

Location: Mumbai (On-Site)

Experience Required: 1-3 Years

About DoubleTick:

DoubleTick is a Multi-Number Conversational Intelligence and WA CX Platform designed specifically to enable Frontline Executives, Sales Teams, Relationship Managers, Dealerships, Retail Stores WhatsApp Handles and centralise, govern, automate and scale Customer Experience using Business Messaging on WhatsApp by helping brands unlock the true voice of the customer and control CX across 1000s of these individual WhatsApp handles. It boosts operational efficiency by enabling AI Bots, automations, WhatsApp Voice, centralized WhatsApp broadcast and analytics across all WhatsApp handles of the organization.

DoubleTick is recognised as Emerging Technology Partner of the Year by Meta @ WhatsApp Business Summit 2025. Backed by InfoEdge Ventures and BeeNext Singapore, DoubleTick serves over 10,000+ businesses in India and UAE across 100+ verticals. Brands using DoubleTick include IDFC First Bank, MakeMyTrip, Bajaj Finserv, AngelOne, Piramal Finance, Kotak Securities, upGrad, Royal Enfield, CoinDCX, D-Link, ForeverMark, GRT Jewellers, Jaro, SabyaSachi, DarGlobal and more.

For more details, check out our website : https://doubletick.io

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.

Why Work With Us?

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.