Implementation Engineer 3

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 a 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.

• Our application runs on Linux and tech stack is built on Java. We use PostgreSQL as data stores.

• We emphasize a lot on learning new tools and technologies.

• We strive to bring the best in class customers experience.

In this role you will

• Need to have a good understanding of Contact Center Product and its features

• Respond to customer inquiries and technical problems through call ticketing and chat systems.

• Simulate Customer Issues to find solutions and fixes to Escalated customer Issues /Enquiries

• Understanding the coverage/impact of an issue

• Take ownership of customer issues through to resolution - including troubleshooting internal communication and take them to a logical conclusion along with the RCA

• Stay in the forefront of customer communications to address issues

• Have to have a thorough understanding of ECC Product features and use cases.

• Learn ECC New product/feature releases and master them quickly.

• Be Curious all the time to keep exploring newer and better ways to create Awesome customer experience

• Identify repetitive tasks and improve support efficiency by continuous automation.

• Develop expertise on newer technologies K8s Kafka Redis Citus etc. to help roll out XTRM to ECC customers.

What makes you fit

Must-haves

• A passionate problem solver (./ BSc or equivalent) with 2-4 years of overall work experience in tech/product support.

• A very good understanding and experience in Product Support role with a high-tech product/services (Linux/Databases/Networking) company.

• Able to work independently and efficiently to meet deadlines and SLAs.

• Able to promptly answer support-related phone calls chat & emails.

• Willingness to work in follow the sun (24x7) model.

• A good command of Linux CLI tools with knowledge and troubleshooting skills on Linux networking etc.

• Hands-on on database and sql good in writing sql queries

• Ability to analyze research and solve highly technical and unique problems.

• Excellent verbal and written communication skills.

• Self-motivated detail-oriented and organized.

Good-to-haves

• SIP/VOIP Understanding.

• Contact center domain experience