Technical Support Engineer(Python)

What will you do?

• 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 thorough understanding of Exotel Products and Exotel Tech Stack
• Learning and mastering Exotel "New product/feature" releases
• Correlating platform events,bugs, 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 1-3 years of relevant work experienc

• eShould have prior experience of working in Tech Support team
• sAble to work independently and efficiently to meet deadlines and SLAs with end to end ownershi
• pAble to promptly answer & support-related phone calls, chat & email
• sWilling to work/coordinate in shift
• sAble to promptly answer & support-related phone calls, chat & email
• sSelf-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 tool

• sData analysi

• sAn 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 processe

• sBasic understanding of networking concepts (IP, DNS, firewalls) and protocols to support troubleshooting effort

• sUnderstanding of API

• sWilling to work in rotational shift (24/7

) Good to have skill

• sSIP and VOIP understandin