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Solution Engineer
Full-time
About Us:
DoubleTick
is a mobile-first
conversational CRM built on the official WhatsApp Business API, designed to unlock
WhatsApp-led sales, marketing, and customer engagement at scale
.It enables businesses to manage conversations through a
centralized team inbox
, automate workflows with
chatbots
and
bot studio
, and drive growth via
bulk broadcasting
and
analytics
. With features like
WhatsApp Calling
commerce & cataloging
, and
role-based access
, DoubleTick helps teams streamline operations and improve
conversion efficiency
Backed by Info Edge Ventures and BeeNext, the platform serves
10,000\+ businesses
across
India and UAE
100\+ industries
. Leading brands such as MakeMyTrip, Royal Enfield, CoinDCX, Tarun Tahiliani, Times Media, GRT Jewellers, Malabar Gold and Diamonds, Jaro Education, Sabyasachi, and DarGlobal trust DoubleTick to power their
customer conversations
Job Overview
As a Solutions Engineer, you will drive resolution of product issues, ensure seamless post-sales support, and enhance customer satisfaction. You will collaborate with product teams, PMs, and CXOs to translate ideas into actionable use cases and design, document, and deploy complex integration workflows. This role blends technical solutioning, project management, and stakeholder coordination to ensure timely go-lives. You will leverage expertise in workflow design, RESTful APIs, and troubleshooting to deliver scalable solutions on DoubleTick, directly impacting product adoption, customer retention, and millions of WhatsApp communications.
Your key competencies should consist of
● Troubleshoot and resolve issues related to client platform integrations with DoubleTick.
● Escalate complex issues to the engineering team with detailed root cause analysis and resolution tracking.
● Maintain documentation for integrations and developer 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 performance metrics.
● Design and implement complex AI Agents, bots and customer engagement journeys for enterprise clients using platform functionalities 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
● 2\+ years of experience
● Knowledge of Rest APIs, mobile/web applications, and troubleshooting methodologies.
● Excellent verbal and written communication skills.
● Advanced knowledge or Project Management Experience in System integrations via APIs, webhooks is a plus.
● Ability to manage multiple priorities in a fast-paced environment.
● 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.
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.
