Product Support Engineer (Scaleups Team)

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

Job summary

Exotel in Bengaluru, India seeks a Product Support Engineer to be the frontline for customer technical engagement with Exotel s cloud telephony and APIs. You will troubleshoot, guide, and resolve issues, helping customers maximize value from Exotel s platform.

You will diagnose call flows, API problems, and dashboard usage, while coordinating with engineering and product for bug verification and improvements. Excellent communication and customer empathy are essential.

Qualifications

• Solid understanding of APIs, JSON, webhooks, HTTP methods.
• Basic knowledge of networking concepts (DNS, latency, firewalls, ports).
• Exposure to cloud platforms and debugging tools like Postman, cURL, Kibana, or similar.
• Understanding of telephony or communication platforms is a bonus.
• Understanding of VSIP (Voice SIP) protocols, SIP call flows, and related troubleshooting.

Responsibilities

• Serve as the primary contact for customers via email, phone, and ticketing systems for Level 1 inquiries.
• Diagnose issues related to call flows, APIs, SMS/voice routing, call recordings, and Exotel dashboard functionalities.
• Perform preliminary investigations such as log checks, configuration reviews, and environment validation.
• Provide clear, actionable solutions and workarounds within defined SLAs.
• Analyze API requests/responses, webhook logs, and common communication protocol issues.
• Assist customers with setup, configuration, debugging, and best practices.
• Escalate complex or platform-level problems to L2/L3 teams with complete technical context.
• Coordinate with engineering, product for bug verification and feature clarifications.
• Document common issues, solutions, and internal runbooks for knowledge sharing.
• Contribute to improving support processes and customer experience.
• Maintain accurate records of issue tracking, escalations, and resolutions.

Skills

APIs

JSON

Webhooks

HTTP methods

Networking basics

Cloud platforms

Telephony platforms

SIP (Voice SIP)

Tools

Postman

cURL

Kibana

Job description

About the Role

As a Product Support Engineer, you will be the first line of technical engagement for customers using Exotel s cloud telephony, communication APIs, and customer engagement platform. Your role is critical in ensuring customers receive timely, accurate, and empathetic support while you help them troubleshoot issues, understand product behavior, and get the best out of Exotel s solutions.

This position is perfect for someone who enjoys diving into technical details, communicating clearly with customers, and collaborating with internal teams to improve overall customer satisfaction.

Key Responsibilities Customer Issue Resolution

• Serve as the primary contact for customers via email, phone, and ticketing systems for Level 1 inquiries.

• Diagnose issues related to call flows, APIs, SMS/voice routing, call recordings, and Exotel dashboard functionalities.

• Perform preliminary investigations such as log checks, configuration reviews, and environment validation.

• Provide clear, actionable solutions and workarounds within defined SLAs.

Technical Troubleshooting

• Analyze API requests/responses, webhook logs, and common communication protocol issues.

• Assist customers with setup, configuration, debugging, and best practices.

• Escalate complex or platform-level problems to L2/L3 teams with complete technical context.

Collaboration Communication

• Coordinate with engineering, product for bug verification and feature clarifications.

• Document common issues, solutions, and internal runbooks for knowledge sharing.

• Contribute to improving support processes and customer experience.

Quality Compliance

• Ensure consistent adherence to SLA, quality standards, and communication guidelines.

• Maintain accurate records of issue tracking, escalations, and resolutions.

Required Skills Qualifications Technical Skills

• Solid understanding of APIs, JSON, webhooks, HTTP methods.

• Basic knowledge of networking concepts (DNS, latency, firewalls, ports).

• Exposure to cloud platforms and debugging tools like Postman, cURL, Kibana, or similar.

• Understanding of telephony or communication platforms is a bonus.

• Understanding of VSIP (Voice SIP) protocols, SIP call flows, and related troubleshooting.

Soft Skills

• Excellent written and verbal communication.

• Strong analytical thinking with attention to detail.

• Ability to remain calm, structured, and solution-oriented under pressure.

• Customer-first attitude with empathy and clarity in problem-solving.

Preferred Qualifications

• Experience supporting SaaS or communication-platform products.

• Familiarity with Exotel or similar platforms (Knowlarity, Twilio, Kaleyra, etc.).

• Ability to create knowledge-base articles or runbooks.

What You Can Expect

• Hands-on learning across cloud communication systems, APIs, and telephony workflows.

• Opportunities to collaborate with product, engineering, and customer success teams.

• A fast-paced environment where your contribution directly impacts customer delight.