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Tech Support Engineer
Exotel
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Exotel is looking for Tech Support Engineer to join our dynamic team and embark on a rewarding career journey
- 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
Employment Type: Full Time, Permanent
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People are getting interviews at Exotel through
People are getting interviews through
(based on 9 Exotel interviews)
Job Portal
Campus Placement
33%
22%
45% candidates got the interview through other sources.
Moderate
Confidence
?
Moderate Confidence means the data is based on a sufficient number of responses received from the candidates
What people at Exotel are saying
Tech. Support Engg salary at Exotel
reported by
1
employee
with 4
years exp.
₹9.9
L/yr - ₹12.7
L/yr
162%
more
than the average Tech. Support Engg Salary in India
View more details
What Exotel employees are saying about work life
based on 106 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Exotel Benefits
View more benefits
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