Solutions Engineer

About the role

As a 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.

What you'll do

• 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

What you need

• Freshdesk
• Zendesk
• REST APIs
• Prompt engineering
• CRM
• Root cause analysis
• Any graduate

Good to have

• Salesforce
• HubSpot
• Customer success