Senior Solutions Engineer

About the role :

As a Senior Technical Solutions 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.

This role requires you to work with the Product Teams, PMs and CXOs of Prominent Enterprises, to turn ideas and stories into actionable use cases and strategically plan and execute the integration workflows. This role would require you to provide a blended responsibility of designing, documenting and deploying complex technical solutions while managing the project and managing internal stakeholders to resolve blockers and client stakeholders to ensure the go-live in due time.

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 understanding of workflow designing and management, RESTful APIs, 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, and millions of WA communications with end users.

Key Responsibilities :

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 behaviour.

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.

Requirements :

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.

Good to have skills :

Familiarity with CRMs like Zoho, Hubspot, Salesforce, etc and their Admin / Workflows.

Hands-on experience with low-code / no-code connector apps like Zapier / Pabbly / Make / N8N.

AI Prompt Engineering, or the use of AI in any projects.

Skills Required

CRM Tools, Help Desk, Customer Retention, Customer Engagement, Salesforce, Workflows