Tech Support Engineer-iii Job in Exotel Techcom Pvt. Ltd

Technical Support Engineer who can provide technical assistance to the customers by performing the following responsibilities :

• In 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
• Stay in the forefront of customer communications for escalated issues
• Having 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
• Taking customer tickets/issues towards logical conclusion
• Come up with approaches for increase in Resolution SLA by means of automation,process improvements , tool usages
• Identify and provide inputs to Product/Engineering teams for recurring issues/patterns
• 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 create "Awesome customer experience"

What you will do?

Must-haves

• Should have an engineering / BSc / equivalent degree with 5-9 years of relevant work experience
• Should have prior experience of working/technically leading Tech Support teams
• 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
• Self-motivated, detail-oriented and organized.
• Ability to analyse, research and solve highly technical and unique problems.
• Excellent communication & troubleshooting skills.
• A good command of Linux CLI tools
• Data analysis
• An excellent command and understanding of Datastores( Ex: mysql,Elasticsearch,Redis,Mongo)
• Proficiency in coding in any one of the languages (GO,Java,Python)
• Innate ability to adhere to SDLC process
• "Deep" Customer Empathy
• Guide team members
• Deep understanding of software architecture
• Thorough understanding of APIs

Good-to-haves

• SIP/VOIP Understanding