Product Support Engineer

Location: Comfortable with Gurugram or Bengaluru

About U

s
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 AR

• R.Our application runs on Linux and tech stack is built on Java. We use PostgreSQL as data store
• s.We emphasize a lot on learning new tools and technologie
• s.We strive to bring the best in class customers’ experienc

e.In this role you wi

• ll?
  Need to have a thorough understanding of Ameyo Contact Center Product and its feat
• uresRespond to customer inquiries and technical problems through call, ticketing and chat syst
• ems.Simulate Customer Issues to find solutions and fixes to Escalated customer Issues /Enqui
• riesUnderstanding the coverage/impact of an i
• ssueTake ownership of customer issues through to resolution - including troubleshooting, internal communication and take them towards logical conclusion along with the
• RCAStay in the forefront of customer communications to address is
• suesHave to have a thorough understanding of Ameyo Product, features and use ca
• ses.Learn Ameyo "New product/feature" releases and master them quic
• kly."Be Curious" all the time to "keep exploring" newer and better ways to create "Awesome customer experie

nce"What makes you

fit?Must-

• havesA passionate problem solver (B.Tech./ BSc or equivalent) with 1-2 years of overall work experience in tech/product sup

• port.A very good understanding and experience in Product Support role with a high-tech product/services (Linux/Databases/Networking) comp

• any. Able to work independently and efficiently to meet deadlines and
• SLAs.Able to promptly answer support-related phone calls, chat & em
• ails.Willingness to work in follow the sun (24x7) m
• odel.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 qu
• eriesAbility to analyze, research and solve highly technical and unique prob
• lems.Excellent verbal and written communication sk
• ills.Self-motivated, detail-oriented and organ

ized.Good-to

• -havesSIP/VOIP Understa
• nding.Contact center domain expe