Tech Support Engineer - L2

Job Meta

Location : Bengaluru, Karnataka, India

About Exotel

Exotel is the emerging markets leading full-stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011, Exotels 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, Byjus, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotels suite of communication APIs, Ameyos omnichannel contact centre (merger), and Cogno AIs conversational AI platform (acquisition) over the cloud. Theyre a $100 million Series D funded company with $60 million in ARR.

What Will You Do?

• In Depth Analysis and resolution of customer tickets
• Simulate Customer Issues to find solutions and fixes to Escalated customer Issues / Enquiries
• Understanding the coverage / impact of an issue
• 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
• Writing scripts / queries on a need basis
• Create and maintain scripts to automate repetitive tasks, improving support efficiency and minimizing manual intervention.
• 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 resolve customer Issues.

What Will You Work For?

Good to Have Skills

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Locations : Bengaluru, Karnataka, India