L3 Tech Support

About the Role

DoubleTick is looking for an L3 Tech Support to own and scale the 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 the product, APIs, and Meta's platform, and turning recurring issues into fixes and documentation.

• 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 & Tech Stack

• 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.
• 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.

Bonus

• Experience at a WhatsApp BSP/CPaaS company, or with chatbots, WhatsApp Flows, or Instagram/Messenger APIs.

About DoubleTick

DoubleTick.io 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.

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.
• Opportunity to work in a cultural environment where you can challenge founders/leadership.
• Direct exposure to working with some of the largest enterprises in the world.