Product Support Team Lead(Python Programming & Scripting Experience )
Product Support Team Lead(Python Programming & Scripting Experience )
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Job Description
About Us
Exotel is one of Asias largest customer communication platforms. We are on a mission to move enterprise customer communication to the 2020 we powered over 4 billion calls and connected over 320 million people. We work with some of the most innovative companies such as Ola Swiggy Zerodha WhiteHat Jr Practo Flipkart GoJek etc. We also power customer communication for some of the top banks in the country. Join us on this journey to improve how companies look at customer communication. Read our growth storyhere.
Role Overview
The Product Support Team Lead will be responsible for driving smooth operations of the Tech Support function by managing escalations shift coverage and ticket resolution. This role requires strong technical expertise customer empathy and leadership skills to guide the team ensure SLA adherence handle incident management and collaborate closely with Product and Engineering for root cause analysis and continuous improvement.
Role & Responsibilities
- Lead the Product Support team by managing ticket queues escalations and shift schedules for smooth operations.
- Debug complex technical issues and guide engineers on reproducing analysing and resolving them.
- Mentor and upskill the team on debugging techniques new product releases and support best practices.
- Ensure SLA adherence by tracking key performance metrics (SLA backlog escalations resolution times).
- Act as the first escalation point for the team ensuring clear customer communication and effective coordination with L3/Engineering.
- Drive incident management during major issues including timely updates cross-team coordination and RCA closure.
- Maintain and evolve the teams knowledge base and SOPs to promote consistency and faster resolution.
- Build deep product knowledge of Exotels tech stack features and releases to support complex issue analysis.
- Identify recurring issues by correlating bugs events and feature behaviour with customer-reported problems; collaborate with Product/Engineering to close gaps.
- Champion process improvements automation and tooling to boost efficiency and reduce repetitive work.
- Foster a culture of technical depth ownership and customer empathy within the team
Must-Have Skills
- Engineering / BSc / equivalent degree with 59 years of relevant experience.
- Experience in a SaaS-based company (cloud telephony communications or related domains preferred).
- Experience in leading or technically guiding support teams including handling escalations and coverage planning.
- Strong expertise in Linux CLI networking and distributed systems troubleshooting.
- Hands-on experience with datastores such as MySQL Elasticsearch Redis or MongoDB.
- Proficiency in at least one programming language (Go Python or PHP).
- Good understanding of microservices architecture and REST APIs.
- Strong communication skills with the ability to manage stakeholders and maintain a customer-first approach.
Good-to-Have Skills
- Knowledge of SIP / VOIP / WebRTC.
- Experience with monitoring/observability tools (Grafana Kibana Prometheus etc.).
Employment Type
Full-Time
