Product Support Engineer

About the Role

As a Product Support Engineer you will be the first line of technical engagement for customers using Exotels cloud telephony communication APIs and customer engagement platform. Your role is critical in ensuring customers receive timely accurate and empathetic support while you help them troubleshoot issues understand product behaviour and get the best out of Exotels solutions.

This position is perfect for someone who enjoys diving into technical details communicating clearly with customers and collaborating with internal teams to improve overall customer satisfaction.

Key Responsibilities

Customer Issue Resolution

• Serve as the primary contact for customers via email phone and ticketing systems for Level 1 inquiries.

• Diagnose issues related to call flows APIs SMS/voice routing call recordings and Exotel dashboard functionalities.

• Perform preliminary investigations such as log checks configuration reviews and environment validation.

• Provide clear actionable solutions and workarounds within defined SLAs.
  
  

Technical Troubleshooting

• Analyse API requests/responses webhook logs and common communication protocol issues.

• Assist customers with setup configuration debugging and best practices.

• Escalate complex or platform-level problems to L2/L3 teams with complete technical context.
  
  

Collaboration & Communication

• Coordinate with engineering product for bug verification and feature clarifications.

• Document common issues solutions and internal runbooks for knowledge sharing.

• Contribute to improving support processes and customer experience.
  
  

Quality & Compliance

• Ensure consistent adherence to SLA quality standards and communication guidelines.

• Maintain accurate records of issue tracking escalations and resolutions.
  
  

Required Skills & Qualifications

Technical Skills

• Solid understanding of APIs JSON webhooks and HTTP methods.

• Basic knowledge of networking concepts (DNS latency firewalls ports).

• Exposure to cloud platforms and debugging tools like Postman cURL Kibana or similar.

• Understanding of telephony or communication platforms is a bonus.

• Understanding of VSIP (Voice SIP) protocols SIP call flows and related troubleshooting.
  
  

Soft Skills:

• Excellent written and verbal communication.

• Strong analytical thinking with attention to detail.

• Ability to remain calm structured and solution-oriented under pressure.

• Customer-first attitude with empathy and clarity in problem-solving.