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 time