Tech Support Engineer

Exotel; Bengaluru; On-site; INR 500,000 - 650,000; Full time

Job summary

Exotel is a leading full-stack customer engagement platform and virtual telecom operator, serving 6000+ businesses across multiple regions. We are seeking a technically skilled professional to analyze and resolve customer tickets, simulate issues, and champion Exotel tools and procedures.

You will collaborate with Customer Happiness, Customer Success, Sales, Product, and Engineering to deliver swift resolutions, continually improve processes, and ensure SLAs are met.

Qualifications

• Engineering degree or 1–3 years of experience.
• Strong SQL and API knowledge.
• Excellent communication and troubleshooting abilities.
• Willing to work in shifts and meet SLAs.

Responsibilities

• In depth analysis and resolution of customer tickets.
• Simulate customer issues to find solutions and fixes to customer issues/enquiries.
• Gaining thorough understanding of Exotel products and be a champion of Exotel-specific tools and troubleshooting procedures.
• Collaborate with other teams (Customer Happiness, Customer Success, Sales, Product, Engineering).
• Be curious and explore newer and better ways to resolve customer issues.

Skills

DBMS

RDBMS

SQL

API

Communication

Troubleshooting

Shift work

Independent work

Analytical thinking

Deadline driven

Problem solving

Coding knowledge

Education

Engineering degree or 1–3 years experience

Job description

Exotel

Exotel is a leading full-stack customer engagement platform and business-focused virtual telecom operator. Exotel has also recently received a virtual telecom operator license to offer cost-effective end-to-end VoIP telephony services, making the company a 100% compliant cloud calling operator. Exotel was founded in 2011 and has an impressive cloud-based product suite that drives 70 million conversations daily for more than 6000 businesses in India, Southeast Asia, the Middle East, and Africa. Today, Exotel's omnichannel contact centre, communication API suite, and conversational AI platform help some of the fastest-growing businesses in emerging countries manage customer engagement. They have a $50 million ARR and a $100 million Series D funding round.

Exotel has won The ET StartUp Awards 2022 under the Comeback Kid category.

Job Role:

• In Depth Analysis and resolution of customer tickets
• Simulate Customer Issues to find solutions and fixes to customer Issues /Enquiries
• Gaining thorough understanding of Exotel Products - Be a champion of Exotel-specific tools and troubleshooting procedure
• Collaborate, work alongside and build mutually beneficial relationships with other teams (Customer Happiness, Customer Success, Sales, Product, Engineering).
• "Be Curious" all the time to "keep exploring" newer and better ways to resolve customer Issues.

Skills:

• Should have an engineering equivalent degree or come with 1 to 3 years of experience.
• Good in DBMS, RDBMS, Linux CLI Tools, SQL and API
• Able to work independently and efficiently to meet deadlines and SLAs.
• Able to promptly answer & support-related phone calls, chat & emails
• Willing to work in shifts
• Ability to analyse, research and solve highly technical and unique problems.
• Excellent communication & troubleshooting skills.
• Good in writing sql queries and coding language is good to have