Tech Support Engineer

Job Description

Tech Support Engineer Roles / Responsbilities : Provide technical assistance to the customers by performing the following duties Take control of and resolve complex technical and escalated customer problems Document and simulate complex customer issues to find solutions and fixes to customer inquiries and problems and dispatch additional service as necessary. Identify and provide inputs to Product and Engineering teams on unique and/or recurring customer problems. Be a champion of Exotel-specific tools, troubleshooting procedures. Collaborate, work alongside and build mutually beneficial relationships with other teams (Customer Happiness, Customer Success, Sales, Product, Engineering). Perform routine maintenance of internal services as and when required. The ideal candidate will possess the following skills: Should have an engineering / BSc / equivalent degree with 1 - 2 years of relevant work experience Able to work independently and efficiently to meet deadlines and SLAs. Able to promptly answer & support-related phone calls, chat & emails Self-motivated, detail-oriented and organized. Knowledge & Skills: Ability to analyse, research and solve highly technical and unique problems. Excellent communication & troubleshooting skills. A good command of Linux CLI tools - including system administration, data analysis and munging. An excellent command and understanding of databases, ideally an RDBMS-based skillset (MySQL) and key-value stores like Redis. Proficiency in at least one scripting language, like PHP, Python or Ruby.