Tech Support Engineer - L1 "> Tech Support Engineer - L1

Tech Support Engineer - L1

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.

• In Depth Analysis and resolution of customer tickets
• Simulate Customer Issues to find solutions and fixes to customer Issues /Enquiries
• Gaining thorough understanding of Exotel Products
• 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 Skills:

• Should have an engineering / BSc / equivalent degree with 1-3 years of relevant work experience
• Able to work independently and efficiently to meet deadlines and SLAs.
• 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
• Good in writing sql queries
• Good in at least one scripting language like PHP, Python
• Willing to work in rotational shifts - (24/7 Support)