Job
Description
Exotel is a prominent customer communication platform in Asia, dedicated to transitioning enterprise customer communication to the cloud. With a remarkable track record of powering over 4 billion calls and connecting more than 320 million individuals in 2020, Exotel collaborates with pioneering companies like Ola, Swiggy, Zerodha, WhiteHat Jr, Practo, Flipkart, GoJek, and several top banks. Join our mission to revolutionize how businesses approach customer communication by being part of our dynamic team. As the Product Support Team Lead at Exotel, you will play a pivotal role in ensuring the seamless operation of the Tech Support function. Your responsibilities will encompass managing escalations, overseeing shift coverage, and facilitating efficient ticket resolution. This role demands a blend of robust technical proficiency, customer-centric approach, and leadership acumen to steer the team effectively, uphold SLA compliance, manage incident resolution, and collaborate closely with Product and Engineering teams for root cause analysis and continuous enhancement. Your key responsibilities will include leading the Tech Support team by supervising ticket queues, escalations, and shift schedules to maintain operational efficiency. You will be tasked with troubleshooting complex technical issues and providing guidance to engineers on replicating, analyzing, and resolving them. Additionally, mentoring and upskilling the team on debugging techniques, new product releases, and support best practices will be crucial. Ensuring adherence to SLAs by monitoring essential performance metrics such as SLA, backlog, escalations, and resolution times will also fall within your purview. In your role as the Product Support Team Lead, you will serve as the primary escalation point for the team, ensuring transparent customer communication and effective coordination with L3/Engineering teams during critical incidents. You will be responsible for driving incident management during major issues, including providing timely updates, coordinating across teams, and ensuring closure on Root Cause Analysis (RCA). Furthermore, maintaining and enhancing the team's knowledge base and Standard Operating Procedures (SOPs) to promote consistency and expedite issue resolution will be essential. Developing an in-depth understanding of Exotel's tech stack, features, and releases to facilitate the analysis of complex issues will be a key aspect of your role. By identifying recurring issues through the correlation of bugs, events, and feature behavior with customer-reported problems, you will collaborate with Product/Engineering teams to bridge any existing gaps. Additionally, championing process enhancements, automation, and tooling to enhance operational efficiency and reduce repetitive tasks will be integral to your responsibilities. Creating a culture of technical proficiency, ownership, and customer empathy within the team will be a crucial aspect of your role as the Product Support Team Lead at Exotel. Your leadership will be instrumental in fostering a collaborative environment that promotes continuous learning, innovation, and a customer-centric approach. **Must-Have Skills:** - Possession of an Engineering/BSc/equivalent degree with a minimum of 5-9 years of relevant experience. - Prior experience in a SaaS-based company, preferably in cloud telephony, communications, or related domains. - Demonstrated experience in leading or providing technical guidance to support teams, including managing escalations and coverage planning. - Strong expertise in Linux CLI, networking, and troubleshooting distributed systems. - Hands-on experience with datastores like MySQL, Elasticsearch, Redis, or MongoDB. - Proficiency in at least one programming language such as Go, Python, or PHP. - Good understanding of microservices architecture and REST APIs. - Excellent communication skills with the ability to manage stakeholders and maintain a customer-centric approach. **Good-to-Have Skills:** - Knowledge of SIP/VOIP/WebRTC. - Experience with monitoring/observability tools like Grafana, Kibana, Prometheus, etc.,
