Product Support Engineer

About us

customer engagement platform

Exotel was founded in 2011 and has an impressive cloud-based product suite that drives 70 million conversations every day for more than 6000 businesses in India, Southeast Asia, the Middle East, and Africa. Today, the omnichannel contact centre, communication API suite, and conversational AI platform from Exotel help some of the fastest-growing businesses in emerging countries manage their customer engagement. 

Some of the customers include MNC Group Indonesia, DHL Malaysia, Telekom Malaysia, Grab, Finmas, HDFC Bank, ICICI Bank, RBL, IDFC First bank, Swiggy, Zomato etc.

Exotel has $50 million ARR and a $100 million Series D funding round.

Exotel has won The ET StartUp Awards 2022 under the Comeback Kid category. 

Role expectations

• Installation and configuration of Linux & Packages.
• To troubleshoot L0, L1 and L2 issues associated with the product, which could not be resolved by the local IT team at the center.
• Knowledge of Telephony ( PRI and VOIP )
• Experience in handling Call Centers.
• To resolve the client’s queries regarding product Setup or product Features or product Components.
• Engineers will be responsible for overall setup stability and maintenance of the Ameyo Setup at the center.
• To provide Training to the local IT or operations team if required.
• For monitoring the Ameyo Setup and ensuring smooth operations.
• Daily reporting about progress, non compliance.
• To understand the service requirement from the customer and pass the same to the backend team for further action.
• Engineer will be responsible for daily backup and cleanup operations and the same will need to be carried out by the local team
• Will coordinate with central NOC whenever required and for L3 issues to resolve the same

Skills and Experience

• BE/ B.Tech / MCA 
• Excellent analytical skills and high level of aptitude.

• 2-4 years of relevant work experience

• Linux knowledge - all commands. , Experience of Linux / Unix system configuration
• Knowledge of networking concepts like LAN Troubleshooting, WAN etc,
• Knowledge of Networking Devices like switches and routes and Network Architecture.
• Willingness to travel within India and Abroad.
• Willingness to learn and work in challenging environment
• Possess good interpersonal and communication skills 
• Ability to work independently and as a team player