L3 Tech Support

DoubleTick; Mumbai; On-site; INR 800,000 - 1,500,000; Full time

Job summary

DoubleTick.io, headquartered in Mumbai, is an award-winning conversational CX stack. We are looking for an L3 Tech Support to own and scale our paid acquisition and demand-generation engine, translating marketing investments into qualified leads, pipeline and revenue.

You will diagnose root causes across our product, APIs and Meta's platform, resolve escalations, build runbooks and KB articles, and coach L1/L2 agents while collaborating with Engineering, Product and Customer Success teams.

Responsibilities

• Resolve L3 tickets end-to-end; debug APIs, webhooks, logs, and integrations (Shopify, Zoho, HubSpot, Zapier, custom).
• Fix WABA issues: Embedded Signup, Business Manager verification, display names, number migration, template rejections, quality ratings, messaging limits and bans/appeals.
• Raise and track cases with Meta Support; keep team updated on API and policy changes.
• Lead P1/P2 incidents; hand Engineering clear, reproducible Jira bug reports.
• Build runbooks and KB articles; coach L1/L2 agents.

Job description

Job Description:

DoubleTick.io, an award-winning conversational CX stack, is looking for a L3 Tech Support to own and scale our paid acquisition and demand-generation engine.

This role is ideal for someone who combines strong performance marketing expertise with a sharp understanding of B2B SaaS funnels and can translate marketing investments into qualified leads, pipeline, and revenue.

Key Responsibilities

You’ll own the toughest escalations before they reach Engineering: diagnosing root causes across our product, APIs and Meta's platform, and turning recurring issues into fixes and documentation.

What you’ll do

• Resolve L3 tickets end to end, debugging APIs, webhooks, logs and integrations (Shopify, Zoho, HubSpot, Zapier, custom systems).
• Fix WABA issues: Embedded Signup, Business Manager verification, display names, number migration, template rejections, quality ratings, messaging limits and bans/appeals.
• Raise and track cases with Meta Support and keep the team current on API and policy changes.
• Lead P1/P2 incidents and hand Engineering clear, reproducible bug reports in Jira.
• Build runbooks and KB articles, and coach L1/L2 agents.

Requirements

• Strong REST API, JSON and webhook skills; hands-on with Postman, cURL, DevTools and SQL.
• Deep hands-on knowledge of WhatsApp Cloud API and Meta Business Manager — templates, pricing, the 24-hour window, policies and green-tick verification.
• Clear communication with technical and non-technical audiences, and calm ownership under pressure.
• Bonus: experience at a WhatsApp BSP/CPaaS company, or with chatbots, WhatsApp Flows or Instagram/Messenger APIs.
• Strong troubleshooting, debugging, and root-cause analysis skills to resolve complex technical issues.
• Customer-focused mindset with patience, empathy, and professionalism when handling difficult customer conversations.
• Ability to collaborate with Engineering, Product, and Customer Success teams to improve support processes and prevent recurring issues.
• Willingness to stay updated on new technologies, product enhancements, API changes, and evolving platform policies.

About DoubleTick

DoubleTick.io headquartered in Mumbai, is a Meta award-winning AI conversational CX stack, designed to unlock conversation-led sales, marketing, and customer engagement use-cases at scale for enterprises. Backed by Info Edge Ventures and BeeNext, the platform serves 10,000+ businesses across India and UAE and serves large clients across various industries like BFSI, Real Estate, Travel, EdTech, Healthcare, Auto, Retail and FMCG. Leading brands such as MakeMyTrip, Piramal Finance, CoinDCX, AU Bank, Lodha Developers among many others trust DoubleTick to power their customer conversations.

The UX friendly enterprise communication suite features a full-stack conversational platform featuring conversational centralization, automation and analytics across channels like WhatsApp chat, WhatsApp Voice, WhatsApp Groups, PSTN Calls among 10+ other channels. With its AI Agent Builder and Bot Studio enterprises can create and deploy complex AI Agents and Bots across chat and voice in minutes.

Why work with us?

• Fast-tracked career success into senior leadership positions
• Opportunity to own high value work and create impact at scale
• Opportunity to work closely with the founders and learn what it takes to grow a company in each stage of growth.
• Opportunity to work in a cultural environment where you can challenge founders/leadership and reason with them on any issue.
• Direct exposure to working with some of the largest enterprises in the world.