Tech Support Engineer (Platform) - L2
Tech Support Engineer (Platform) - L2
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Job Description
About Exotel
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 SE 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.
What will you do
- Depth Analysis and resolution of Escalated customer tickets
- Simulate Customer Issues to find solutions and fixes to Escalated customer Issues /Enquiries
- Understanding the coverage/impact of an issue
- Having a thorough understanding of Exotel Products and Exotel Tech Stack
- Learning and mastering Exotel New product/feature releases
- Correlating platform events bugs feature behaviour with the reported Customer issues
- Writing scripts/queries on a need-to basis
- Identify and provide inputs to Product/Engineering teams for recurring issues/patterns
- Be a champion of Exotel-specific tools and the troubleshooting procedure
- Collaborate work alongside and build mutually beneficial relationships with other teams (Customer Happiness Customer Success Sales Product Engineering).
- Be Curious all the time to keep exploring newer and better ways to resolve customer Issues.
What do we look for
- Should have an engineering / BSc / equivalent degree with 2-5 years of relevant work experience
- Should have prior experience working in Tech Support teams
- Able to work independently and efficiently to meet deadlines and SLAs with end-to-end ownership
- Able to promptly answer & support-related phone calls chat & emails
- Willing to work/coordinate in shifts
- Able to promptly answer & support-related phone calls chat & emails
- Self-motivated detail-oriented and organised.
- Ability to analyse research and solve highly technical and unique problems.
- Excellent communication & troubleshooting skills.
- A good command of Linux CLI tools
- Data analysis
- An excellent command and understanding of Datastores( Ex: mysqlElasticsearchRedisMongo)
- Proficiency in writing SQL queries
- Proficiency in scripting language like Pythonto automate tasks streamline troubleshooting and improve processes
- Basic understanding of networking concepts (IP DNS firewalls) and protocols to support troubleshooting efforts
- Understanding of APIs
- Hands-on experience with monitoring tools like Kibana Grafana etc
- Willing to work in rotational shift (24/7)
Good to have skills
- SIP and VOIP understanding
Employment Type
Full-Time
