Resident Product Support Engineer

Exotel; Navi Mumbai; On-site; INR 500,000 - 800,000; Full time

Job summary

Exotel is looking for a tech/product support specialist to join their team in Navi Mumbai, India. As a key part of their customer engagement platform, you'll respond to customer inquiries, troubleshoot issues in their contact center product, and collaborate effectively with customers. Ideal candidates should have 1-2 years of experience in a technical support role, a strong understanding of Linux and databases, and excellent communication skills to ensure high customer satisfaction. Exotel, a leading company with a growing tech stack, emphasizes continuous learning and problem-solving.

Qualifications

• 1-2 years experience in tech/product support.
• High understanding of product support in a high-tech environment.
• Good command of Linux CLI tools with knowledge of troubleshooting.

Responsibilities

• Understand Contact Center Product features.
• Respond to customer inquiries through various systems.
• Simulate and troubleshoot customer issues.
• Take ownership of customer issues and resolutions.
• Stay forefront in customer communications.

Skills

Problem-solving

Linux CLI

SQL

Technical Support

Networking

Effective Communication

Education

B.Tech./BSc or equivalent

Tools

PostgreSQL

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 thorough understanding of our 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 "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 1-2 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 (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.