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 work closely with the product, engineering, and customer success teams to improve user experience and reduce friction in adoption and usage. 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.
Guide users through features, configurations, and workflows to help them derive maximum value.
Ensure SLA adherence and report on key support metrics.
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.

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.
Experience working with tools like Freshdesk, Zendesk, or similar helpdesk platforms.
Prior experience supporting enterprise clients like Malabar Gold & Diamonds, Tarun Tahiliani, BVC Logistics, or Birla Brainiacs is a plus.

Support Engineer (First Line Support)

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