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Exotel Techcom Pvt Ltd

Product Support Engineer (Platform Support)

Exotel Techcom Pvt Ltd Bangalore North, Karnataka, India

Telecommunications · 1,001-5,000 employees

13 h ago
support-engineer Mid (2-5 yrs) Full-time India
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About the role

The Product Support Engineer will manage customer inquiries and technical issues through various channels, ensuring timely resolution and root cause analysis. They are responsible for mastering the Ameyo product suite and maintaining high-quality customer engagement standards.

What they look for

Linux SQL Networking Python Troubleshooting Technical Support Database Management SIP VOIP Contact Center Customer Engagement API Ticketing Systems Communication Skills Problem Solving CLI Tools

Requirements

Candidates must have 2-3 years of experience in a technical support role with proficiency in Linux, SQL, and networking. A bachelor's degree in a technical field is required, along with the ability to work in a 24/7 follow-the-sun model.

Full description

About Us

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.

  • Our application runs on Linux, and our tech stack is built on Java. We use PostgreSQL as a data store.
  • We emphasise learning new tools and technologies.
  • We strive to bring the best in class customers’ experience.

In this role, you will?

  • Need to have a thorough understanding of Ameyo 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 towards logical conclusion along with the RCA
  • Stay in the forefront of customer communications to address issues
  • Have to have a thorough understanding of Ameyo Product, features and use cases.
  • Learn Ameyo "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"

What makes you fit?

Must-haves

  • A passionate problem solver (B.Tech./ BSc or equivalent) with 2-3 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 & Python) 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

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