Implementation Engineer

Exotel Techcom Pvt Ltd; Gurgaon; On-site; INR 500,000 - 800,000; Full time

Job summary

A leading customer engagement platform in India is seeking a passionate individual for a tech support role. You will respond to customer inquiries, troubleshoot issues, and enhance customer experience through excellent problem-solving and communication skills. Ideal candidates have 2-4 years experience in product support in a tech environment and are proficient in Linux and SQL. A willingness to work in a 24x7 model is essential. Join a dynamic team focused on delivering cutting-edge customer service.

Qualifications

• 2-4 years of work experience in tech/product support.
• Experience in a high-tech product/services environment.
• Ability to work independently and meet deadlines.

Responsibilities

• Respond to customer inquiries and technical problems.
• Simulate customer issues to find solutions.
• Take ownership of customer issues through to resolution.

Skills

Problem solving

Linux CLI tools

SQL queries

Technical support

Communication skills

Networking

Education

B.Tech./ BSc or equivalent

Tools

PostgreSQL

Kubernetes

Kafka

Redis

Job description

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 a 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 tech stack is built on Java. We use PostgreSQL as data stores.

• We emphasize a lot on learning new tools and technologies.

• We strive to bring the best in class customers’ experience.

In this role you will?

• Need to have a good understanding of 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 to a logical conclusion along with the RCA

• Stay in the forefront of customer communications to address issues

• Have to have a thorough understanding of ECC Product, features and use cases.

• Learn ECC "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"

• Identify repetitive tasks and improve support efficiency by continuous automation.

• Develop expertise on newer technologies K8s, Kafka, Redis, Citus etc. to help roll out XTRM to ECC customers.

What makes you fit?

Must-haves

• A passionate problem solver (B.Tech./ BSc or equivalent) with 2-4 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) 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