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

About Us

Exotel is one of Asia's largest customer communication platforms. We are on a mission to move enterprise customer communication to the cloud. In 2020, we powered over 4 billion calls and connected over 320 million people. We work with some of the most innovative companies such as Ola, Swiggy, Zerodha, Whitehat Jr, Practo, Flipkart, GoJek, etc. We also power customer communication for some of the top banks in the country. Join us on this journey to make a difference to how companies look at customer communication. Read our growth storyhere.

Tech @ Exotel

Exotel engineering solves some really cool infrastructure level problems with the goal of ensuring no one misses a call or an SMS.

• Our focus is on building very fault-tolerant, loosely coupled, scalable and real-time distributed system.
• We are generally agnostic of language, technology or tools. Currently, our tech stack is built on Golang, Node.js, Ruby, Java and PHP. We use Aerospike, MySQL as data stores, ElasticSearch for search and Beanstalkd for queuing.
• We emphasize a lot on clean abstractions of code, loosely coupled services and good coding practices.
• We are very strong believers in "you built it, you own it!". And running a distributed system is very different from just building one!
• We are crazy about high availability.

What we are looking for?

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