Tech Support Engineer - L2

About Exotel

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 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.

Hiring Process:

• AI-based screening sent to your registered email ID
• Two technical interview rounds
• Final face-to-face interview with the Hiring Manager at our Bangalore office

What will you do?

• Depth Analysis and resolution of Escalated customer tickets
• Simulate Customer Issues to find solutions and fixes to Escalated customer Issues /Enquiries
• Understanding the coverage/impact of an issue
• Having a thorough understanding of Exotel Products and Exotel Tech Stack
• Learning and mastering Exotel "New product/feature" releases
• Correlating platform events, bugs, feature behaviour with the reported Customer issues
• Writing scripts/queries on a need-to basis
• Identify and provide inputs to Product/Engineering teams for recurring issues/patterns
• Be a champion of Exotel-specific tools and the 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.

What do we look for?

• Should have an engineering / BSc / equivalent degree with 2-5 years of relevant work experience
• Willing to work in rotational shift (24/7)
• Proficiency in scripting language, like Python, to automate tasks, streamline troubleshooting, and improve processes
• Understanding of APIs
• Proficiency in writing SQL queries
• An excellent command and understanding of Datastores( Ex, MySQL, Elasticsearch)
• Should have prior experience working in Tech Support teams
• Able to work independently and efficiently to meet deadlines and SLAs with end-to-end ownership
• Able to promptly answer & support-related phone calls, chat & emails
• Willing to work/coordinate in shifts
• Able to promptly answer & support-related phone calls, chat & emails
• Self-motivated, detail-oriented and organised.
• Ability to analyse, research and solve highly technical and unique problems.
• Excellent communication & troubleshooting skills.
• A good command of Linux CLI tools
• Data analysis
• Basic understanding of networking concepts (IP, DNS, firewalls) and protocols to support troubleshooting efforts
• Hands-on experience with monitoring tools like Kibana, Grafana, etc