Product Support Engineer"> Product Support Engineer @ Exotel

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.

• 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"

• A passionate problem solver (B.Tech./ BSc or equivalent) with 1-2 years of 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.

• SIP/VOIP Understanding.


• Contact center domain experience