Support Engineer

Job Description 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. 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 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. Qualifications : - 13 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. About Us: Apport Software Solutions Private Limited is a dynamic and innovative SAAS-based product company offering conversational commerce and empowering global brands with scalable personal commerce and relationship-led sales on WhatsApp. Started in 2017 with a vision of enabling global brands to win more customers using simple yet robust technology on mobile, today we have over 7000+ customers across 140+ countries using our technology to grow digitally. QuickSell: QuickSell is a sales acceleration commerce suite started in 2017 with the vision to empower businesses to translate conversations into conversions on customer-first channels like WhatsApp through assisted personal commerce. Today, over 7,000+ businesses from 109+ countries all over the world use QuickSell to accelerate the process of sharing complete and accurate product information with customers and various business stakeholders, with objectives like dynamic product showcases and bookings via WhatsApp. For more details, check out our website: https://quicksell.co/ DoubleTick: DoubleTick is a mobile-first conversational CRM built on top of WhatsAppBusiness API to unlock WhatsApp's marketing and sales capabilities. It offers top-notch features, including a central team inbox, bulk broadcasting and analytics, bot studio, commerce and cataloguing, chatbots, and role-based access. For more details, check out our website: https://doubletick.io/ Some of the brands powered by DoubleTick include GRT Jewellers, Raheja Developers, Sabyasachi, Tarun Tahiliani, ICRA, BVC Logistics, RS Brothers, Manepally Jewellers, Tupperware, Birla Brainiacs KGK Group, Walking Tree, CKC Group, Malabar Diamonds and Gold, BVC Logistics, Emerald India, Prima Art, Siroya, SabyaSachi, etc.