Technical Support Lead

About Us

Exotel is a leading provider of AI transformation to enterprises for customer engagement and experience. With over 20 billion annual conversations across Omni channel, voice, agents and bots, Exotel is trusted by more than 7000 clients worldwide, spanning industries such as BFSI, Logistics, Consumer Durables, E-commerce, Healthcare and Education.

Customer expectations are evolving and businesses face the challenge of balancing the need for increased revenue, optimized costs, and exceptional customer experience (CX). Exotel steps forward as your transformative partner, offering an AI-powered communication solution to address all three!

The Opportunity

As a Resident Support Engineer you will be dedicated to supporting our deployment at IDFC Bank. This role is based on-site at the bank's office, serving as the primary technical point of contact for their teams. While this is not a people-manager role, you will be expected to mentor junior engineers on-site and ensure technical best practices are followed.

Responsibilities / What You'll Own

• On-site Support: Provide direct technical assistance and troubleshooting for Exotel's platform within the IDFC Bank environment.

• Technical Mentorship: Guide junior engineers on the account, helping them resolve complex issues and improve their technical proficiency.

• Problem Resolution: Identify and resolve issues related to Linux systems, networking, and database queries to ensure minimal service disruption.

• System Monitoring: Proactively monitor system health and performance to identify potential bottlenecks before they impact the client.

• Incident Reporting: Draft and present detailed Root Cause Analysis (RCA) reports for any critical service interruptions.

What You Bring / Required Skills & Experience

• Experience: 5-8 years in Technical Support, Systems Engineering, or a similar resident engineering role.

• Linux/Networking: Strong hands-on experience with Linux administration and a solid understanding of networking fundamentals (TCP/IP, DNS, Firewalls).

• Databases: Proficiency in SQL and experience working with relational databases for data extraction and troubleshooting.

• Customer Handling: Exceptional communication skills with a proven track record of managing technical relationships with enterprise-level clients.

• Mentorship: A collaborative mindset with a willingness to share knowledge and upskill team members.