Script Automation Support Engineer
- Exotel
- 2 - 5 years
- Bengaluru
- 4 months ago
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Job Description
- 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 a thorough understanding of Exotel Products and Exotel Tech Stack
- Learning and mastering Exotel "New product/feature" releases
- Correlating platform events, bugs, and 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
- Should have an engineering / BSc / equivalent degree with 2-5 years of relevant work experience
- Should have prior experience of working in Tech Support teams
- Able to work independently and efficiently to meet deadlines and SLAs with end-to-end ownership
- Able to promptly answer & support-related phone calls, chat & emails
- Willing to work/coordinate in shifts
- Able to promptly answer & support-related phone calls, chat & emails
- Self-motivated, detail-oriented and organized.
- Ability to analyse, research and solve highly technical and unique problems.
- Excellent communication & troubleshooting skills.
- A good command of Linux CLI tools
- Data analysis
- An excellent command and understanding of Datastores( Ex: mysql , Elasticsearch , Redis , Mongo)
- Proficiency in writing SQL queries
- Proficiency in at least one scripting language like Python, PHP to automate tasks, streamline troubleshooting, and improve processes
- Basic understanding of networking concepts (IP, DNS, firewalls) and protocols to support troubleshooting efforts
- Understanding of APIs
- Willing to work in rotational shift (24/7)
Good to have skills
- SIP and VOIP understanding
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Engineering - Software & QARole Category: Quality Assurance and TestingRole: Blockchain Quality Assurance EngineerEmployement Type: Full timeContact Details:
Company: ExotelLocation(s): Bengaluru+ View Contact
Keyskills: Telecom Data analysis Automation Networking Linux MySQL VOIP DNS PHP Troubleshooting
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