Product Support Engineer (Platform Support)

Exotel Techcom Pvt Ltd; Bengaluru; On-site; INR 450,000 - 750,000; Full time

Job summary

Exotel Techcom Pvt Ltd is seeking a technical product support specialist in Bengaluru to handle customer inquiries through calls, tickets, and chats. You will troubleshoot issues, resolve problems, and communicate clearly with customers while learning Ameyo’s new features.

Ideal candidates have 2-3 years in tech/product support with strong Linux, databases, networking, and Python skills and must be comfortable with a 24x7 support model.

Qualifications

• A passionate problem-solver with 2-3 years of experience in tech/products support.
• Strong understanding of Linux, databases, networking and Python.
• Able to work independently and meet deadlines and SLAs.
• Willingness to handle 24x7 support model.

Responsibilities

• Respond to customer inquiries via calls, tickets, and chats.
• Troubleshoot issues and provide solutions, escalating when needed.
• Take ownership through resolution and perform RCA where required.
• Learn Ameyo product releases quickly and communicate effectively with customers.

Skills

Linux

Databases

Networking

Python

SQL

Customer Support

Education

B.Tech/B.E.

Job description

AboutUs

Exotelistheemergingmarket’sleadingfull-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