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, explicit 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 an

📌 Senior Solutions Engineer (Mumbai)
🏢 Double Ticks
📍 Mumbai