Product Support Engineer

Exotel; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Exotel, a leading full-stack customer engagement platform, is seeking a product support specialist in Bengaluru. You will handle customer inquiries through calls, tickets, and chats, troubleshooter and resolve complex issues, and learn Ameyo product releases quickly.

The role requires 2–3 years of experience, strong Linux/SQL/Python skills, and a proactive, independent work style. Join Exotel to help scale support for a cloud-based telecom platform used by hundreds of companies.

Qualifications

• 2–3 years of overall work experience in tech/products support.
• A very good understanding and experience in product support with Linux/Databases/Networking & Python.
• Able to work independently and meet deadlines with SLAs.
• Strong written and spoken communication skills.
• Willingness to work in a 24x7 model.

Responsibilities

• Respond to customer inquiries and issues via calls, tickets, and chats.
• Understand Ameyo product features and provide solutions.
• Troubleshoot, escalate, and drive issues toward resolution with RCA.
• Stay proactive in customer communication and issue ownership.
• Learn new Ameyo releases quickly and apply them to support scenarios.

Skills

Problem solving

Linux CLI

SQL queries

Python basics

Verbal and written communication

Independent work

Education

B.Tech./B.S. equivalent

Tools

Linux

PostgreSQL

Python scripting

SIP/VOIP understanding

Job description

AboutUs

Exotelistheemergingmarketsleadingfull-stackcustomerengagementplatformandbusiness-focusedvirtualtelecomoperator.Incorporatedin2011,Exotel’scloud-basedproductsuitepowers50milliondailyengagementsacrossvoice,videoandmessagingchannels.Exotelpowersunifiedcustomerengagementtoover6000companiesin60+countries,includingIndia,SEAsia,theMiddleEast,andAfrica.Today,someofthefastest-growingcompaniesintheemergingmarkets(Ola,Swiggy,Flipkart,GoJek,Byju’s,UrbanCompany,HDFCBank,Zomato,Oyo,etc.)managetheircustomerengagementwithExotel’ssuiteofcommunicationAPIs,Ameyo’somnichannelcontactcentre(merger),andCognoAI‘sconversationalAIplatform(acquisition)overthecloud.They’rea$100millionSeriesD-fundedcompanywith$60millioninARR.

• OurapplicationrunsonLinux,andourtechstackisbuiltonJava.WeusePostgreSQLasadatastore.
• Weemphasiselearningnewtoolsandtechnologies.
• Westrivetobringthebestinclasscustomers’experience.

Inthisrole,youwill?

• NeedtohaveathoroughunderstandingofAmeyoContactCenterProductanditsfeatures
• Respondtocustomerinquiriesandtechnicalproblemsthroughcall,ticketingandchatsystems.
• SimulateCustomerIssuestofindsolutionsandfixestoEscalatedcustomerIssues/Enquiries
• Understandingthecoverage/impactofanissue
• Takeownershipofcustomerissuesthroughtoresolution-includingtroubleshooting,internalcommunicationandtakethemtowardslogicalconclusionalongwiththeRCA
• Stayintheforefrontofcustomercommunicationstoaddressissues
• HavetohaveathoroughunderstandingofAmeyoProduct,featuresandusecases.
• LearnAmeyo"Newproduct/feature"releasesandmasterthemquickly.
• "BeCurious"allthetimeto"keepexploring"newerandbetterwaystocreate"Awesomecustomerexperience"

Whatmakesyoufit?

Must-haves

• Apassionateproblemsolver(B.Tech./BScorequivalent)with2-3yearsofoverallworkexperienceintech/productsupport.
• A very good understanding and experience in Product Support role with a high-tech product/services (Linux/Databases/Networking & Python) company.
• AbletoworkindependentlyandefficientlytomeetdeadlinesandSLAs.
• Abletopromptlyanswersupport-relatedphonecalls,chat&emails.
• Willingnesstoworkinfollowthesun(24x7)model.
• AgoodcommandofLinuxCLItoolswithknowledgeandtroubleshootingskillsonLinux,networkingetc.
• Hands-onondatabaseandsql,goodinwritingsqlqueries
• Abilitytoanalyze,researchandsolvehighlytechnicalanduniqueproblems.
• Excellentverbalandwrittencommunicationskills.
• Self-motivated,detail-orientedandorganized.

Good-to-haves

• SIP/VOIPUnderstanding.
• Contactcenterdomainexperience