Product Support Engineer

Job description

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 Ameyo Contact Center 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 logical conclusion along with the RCA
• Stay in 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 fitMust-haves

• A passionate problem solver (B.Tech./ BSc or equivalent) with1-2 yearsof overall work experience in tech/product support.
• A very good understanding and experience in 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 follow the sun(24x7)model.
• 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 queries
• Ability to analyze, research and solve highly technical and unique problems.
• Excellent verbal and written communication skills.
• Self-motivated, detail-oriented and organized.

Good-to-haves

• SIP/VOIP Understanding.
• Contact center domain experience