Gen AI Support Engineer L2
Gen AI Support Engineer L2
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Job Description
About Us
Exotel is the emerging markets leading full-stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011 Exotels cloud-based product suite powers 50 million daily engagements across voice video and messaging channels. Exotel powers unified customer engagement to over 6000 companies in 60 countries including India Southeast Asia the Middle East and Africa. Today some of the fastest-growing companies in the emerging markets (Ola Swiggy Flipkart GoJek Byjus Urban Company HDFC Bank Zomato Oyo etc.) manage their customer engagement with Exotels suite of communication APIs Ameyos omnichannel contact centre (merger) and Cogno AIs conversational AI platform (acquisition) over the cloud. Theyre a $100 million Series D-funded company with $60 million in ARR.
Shift: Rotational shifts -24*7
Experience: 47 years
Overview:
Please apply if you write and understand clean code using Python & Django
The L2 Support Engineer acts as the highest level of technical escalation in the support organisation. Youll own the system reliability and platform integrity engage with engineering for platform bugs and architecture feedback and lead efforts to drive operational excellence at scale.
Responsibilities:
Own the resolution of mission-critical production issues.
Lead RCA reviews and drive systemic improvements in architecture and processes.
Identify performance bottlenecks and propose architectural changes.
Assist in configuring and deploying patches releases and application updates to production environments.
Serve as the SME (Subject Matter Expert) for production systems and integrations.
Collaborate with Delivery Product and Engineering teams to influence system design and rollout strategies.
Lead and mentor L1/L2 engineers on troubleshooting best practices.
Write clean and maintainable code to support internal tools and scripts primarily using Python and Django.
Review and validate patch fixes internal tooling scripts and support automation code contributed by L1 and L2 engineers ensuring quality stability and adherence to best practices.
Automate recovery workflows and design support tools for proactive monitoring.
Establish and improve SLAs dashboards alerting systems and operational runbooks.
Must Have Skills:
3 years in backend development support production support or DevOps/SRE roles.
Expert in Python Django SQL Linux troubleshooting.
Good understanding of HTML CSS JavaScript and other web technologies.
Experience with distributed systems cloud architecture (AWS) Docker and Kubernetes.
Strong scripting/automation mindset (Bash/Python).
Understanding of CI/CD observability and release workflows.
Excellent communication leadership and incident command skills.
Employment Type
Full-Time
