Solutions Engineer

Apport Software Solutions Private Limited; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Apport Software Solutions Private Limited is looking for a Technical Solutions Engineer based in Mumbai. In this role, you will drive the resolution of product-related issues, enhance customer satisfaction, and ensure effective post-sales support while closely collaborating with product and engineering teams.

Your responsibilities will include troubleshooting issues on our SaaS-based CRM, providing first-line support to clients, and implementing customer engagement solutions. Strong knowledge of the WhatsApp Business API and excellent communication skills are essential for this position.

Qualifications

• Strong knowledge of the WhatsApp Business API and troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Experience with helpdesk platforms such as Freshdesk or Zendesk.

Responsibilities

• Troubleshoot and resolve issues related to our SaaS-based CRM platform.
• Act as the first line of support for customer queries.
• Collaborate with cross-functional teams to provide feedback and influence product enhancements.

Skills

Knowledge of WhatsApp Business API

Communication skills

Troubleshooting methodologies

Analytical abilities

Tools

Freshdesk

Zendesk

Zapier

Pabbly

Job description

About the Role

As a Technical Solutions Engineer, you will drive the resolution of product‑related issues, enhance customer satisfaction and ensure seamless post‑sales support. You will work closely with product, engineering and customer success teams to transform ideas into actionable use cases, design and deploy complex technical solutions, and manage projects and stakeholders to ensure timely go‑live for clients.

Key Responsibilities

• Troubleshoot and resolve issues related to our SaaS‑based CRM platform, DoubleTick, on the 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 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.

Requirements

• Strong knowledge of the 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 helpdesk platforms such as Freshdesk or Zendesk.


• Strong analytical and problem‑solving abilities with attention to detail.

Good to Have Skills

• Familiarity with CRMs such as Zoho, HubSpot, Salesforce and their admin/workflows.


• Hands‑on experience with low‑code/no‑code connector apps such as Zapier, Pabbly, Make or N8N.


• Experience with AI prompt engineering or the use of AI in projects.