Senior Technical Support Engineer

About Us

Exotel is the emerging markets 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, Southeast 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 AI's conversational AI platform (acquisition) over the cloud. They're a $100 million Series D-funded company with $60 million in ARR.

Shift: Rotational shifts -24*7

Experience: 4–7+ years

Overview:

The L2 Support Engineer acts as the highest level of technical escalation in the support organisation. You'll own the system reliability and platform integrity, engage with engineering for platform bugs and architecture feedback, and lead efforts to drive operational excellence at scale.

Responsibilities:

• Own the resolution of mission-critical production issues.
• Lead RCA reviews and drive systemic improvements in architecture and processes.
• Identify performance bottlenecks and propose architectural changes.
• Assist in configuring and deploying patches, releases, and application updates to production environments.
• Serve as the SME (Subject Matter Expert) for production systems and integrations.
• Collaborate with Delivery, Product, and Engineering teams to influence system design and rollout strategies.
• Lead and mentor L1/L2 engineers on troubleshooting best practices.
• Review and validate patch fixes, internal tooling scripts, and support automation code contributed by L1 and L2 engineers, ensuring quality, stability, and adherence to best practices.
• Automate recovery workflows and design support tools for proactive monitoring.
• Establish and improve SLAs, dashboards, alerting systems, and operational runbooks.

Must Have Skills:

• 3+ years in backend development support, production support, or DevOps/SRE roles.
• Strong DBMS, RDBMS, UNIX, LINIX, API, SQL skills.
• Good domain experience along with experience of any coding language preferably python.
• Understanding of CI/CD, observability, and release workflows.
• Excellent communication, leadership, and incident command skills.