Product Support Engineer - 2 (Gurugram) at Exotel Techcom Pvt Ltd

Gurgaon, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

11 Sep, 26

Salary

0.0

Posted On

13 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Product Support, Linux CLI, SQL, Networking, Troubleshooting, Root Cause Analysis, Technical Support, Customer Communication, Ameyo Contact Centre, PostgreSQL, Java, SLA Management

Industry

Telecommunications

Description

About Us 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 ARR. Our application runs on Linux and tech stack is built on Java. We use PostgreSQL as data stores. We emphasize a lot on learning new tools and technologies. We strive to bring the best in class customers’ experience. In this role you will? Need to have a thorough understanding of the Ameyo Contact Centre Product and its features Respond to customer inquiries and technical problems through call, ticketing and chat systems. Simulate Customer Issues to find solutions and fixes to Escalated customer Issues /Enquiries Understanding the coverage/impact of an issue Take ownership of customer issues through to resolution - including troubleshooting, internal communication, and take them towards a logical conclusion along with the RCA Stay at the forefront of customer communications to address issues Have to have a thorough understanding of Ameyo Product, features and use cases. Learn Ameyo "New product/feature" releases and master them quickly. "Be Curious" all the time to "keep exploring" newer and better ways to create "Awesome customer experience" What makes you fit? Must-haves A passionate problem solver (B.Tech./ BSc or equivalent) with 3+ years of overall work experience in tech/product support. A very good understanding and experience in the Product Support role with a high-tech product/services (Linux/Databases/Networking) company. Able to work independently and efficiently to meet deadlines and SLAs. Able to promptly answer support-related phone calls, chat & emails. Willingness to work in a follow-the-sun (24x7) model. A good command of Linux CLI tools with knowledge and troubleshooting skills on Linux, networking, etc. Hands-on with databases and SQL, good at writing SQL queries Ability to analyse, research and solve highly technical and unique problems. Excellent verbal and written communication skills. Self-motivated, detail-oriented and organised.

Responsibilities

Respond to customer technical inquiries via call, ticket, and chat while simulating issues to find fixes. Take ownership of escalated problems through to resolution, providing root cause analysis and maintaining clear customer communication.