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Script Automation Support Engineer @ Exotel

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 Script Automation Support Engineer

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 / ISP
Functional Area / Department: Engineering - Software & QA
Role Category: Quality Assurance and Testing
Role: Blockchain Quality Assurance Engineer
Employement Type: Full time

Contact Details:

Company: Exotel
Location(s): Bengaluru

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Keyskills:   Telecom Data analysis Automation Networking Linux MySQL VOIP DNS PHP Troubleshooting

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Exotel

Exotel-Startup The most reliable cloud communication company providing the best in class APIs for voice, messages, and user verification.