Tech Support Engineer

2 days ago

Bengaluru, Karnataka, India Exotel Full time ₹ 6,00,000 - ₹ 12,00,000 per year
Job Description

Job Meta

Location: Bengaluru, Karnataka, India

Exotel

Exotel is one of Asias largest cloud telephony companies. Our aim is to change the way enterprises look at customer communication. We build the best in class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, ICICI, IDFC, Redbus, Flipkart, Quikr, Practo, Lazada, Redmart, etc. to name a few. We are a 9-year-old company with humble beginnings. We started as a 3-member team. Currently, we are a 120-member team catering to over 3000 customers across the globe. Our technology has connected over 400 million people across the world and powered over 10 billion conversations. Read our growth story here.

Role:

  • In 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 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 basis
  • Identify and provide inputs to Product/Engineering teams for recurring issues/patterns
  • Be a champion of Exotel-specific tools and 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

Must Have:

  • Should have an engineering / BSc / equivalent degree with 2-5 years of relevant work experience
  • Should have prior experience of 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
  • Self-motivated, detail-oriented and organized
  • 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: mysql, Elasticsearch, Redis, Mongo)
  • Proficiency in writing SQL queries
  • Proficiency in at least one scripting language like PHP, Python
  • Understanding of APIs

Good to have:

  • SIP and VOIP understanding

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Locations - Bengaluru, Karnataka, India

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