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Exotel

Compare

3.1

based on 119 Reviews

46 Exotel Jobs

Tech Support Engineer - L2"> Tech Support Engineer - L2

Exotel

3.1

based on 119 Reviews

2-5 years

Bangalore / Bengaluru

1 vacancy

Tech Support Engineer - L2"> Tech Support Engineer - L2

Exotel

posted 4mon ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analysis Computer Networking Telecom Linux Administration PHP MySQL

+ 4 more

Job Description

About Exotel

Exotel is the emerging market s leading full-stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011, Exotel s 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, Byju s, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotel s suite of communication APIs, Ameyo s omnichannel contact centre (merger), and Cogno AI s conversational AI platform (acquisition) over the cloud. They re a $100 million Series D funded company with $60 million in ARR.

What will you do

In Depth Analysis and resolution of 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
Create and maintain scripts to automate repetitive tasks, improving support efficiency and minimizing manual intervention.
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.

What will you work for

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
Able to promptly answer support-related phone calls, chat emails
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 Python,PHP to automate tasks, streamline troubleshooting, and improve processes
Basic understanding of networking concepts (IP, DNS, firewalls) and protocols to support troubleshooting efforts
Understanding of APIs
Willing to work in rotational shift (24/7)