Tech Support Manager | [LYR604]

Tech Support Manager | [LYR604]

22 Dec

22 Dec



Job Description

Exotel is one of Southeast Asias largest cloud telephony companies. Our aim is to change the way enterprises look at customer communication. We build the best in class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo,Lazada, Redmart, to name a few.

We are a young company with humble beginnings in 2011 that grew from a 3 member team to 150 employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, 3.2 billion business SMS powered. We provide web,

mobile apps and HTTP APIs for controlling telephony and messaging. Businesses use our platform for various use cases and scenarios. Our platform powered over a 2 billion phone calls and almost 3 billion API hits in 2017. To get to know more about us, this might be helpful:

Tech @ Exotel

Exotel engineering solves some really cool problems with the goal of ensuring no one misses a call or an SMS. We build user-friendly web and mobile apps and developer friendly APIs and mobile SDKs. We emphasize a lot on clean abstractions of code, loosely coupled services and good coding practices. We are very strong believers in "you build it, you own it!". And running a system is very different from just building one!

Tech Support Team

The Tech Support team is an interface between Customer Support team and Tech team. The Customer support tickets which need technical troubleshooting,analysis and possible quick fixes are worked upon by the Tech Support Team.

Tech Support team collaborates with a number of teams - Customer support team for customer tickets, Tech team for providing information and follow-up for bug fixes/troubleshooting, Site Reliability team for operator escalations , Product team for inputs to the product roadmap based on issues trend . Numerous internal requests for data are also made to the Tech Support team . Tech Support team also builds and operates productivity tools that help different teams for important use cases.

What will you do? As the Manager of this team, your roles and responsibilities include:

Tech Support

Work on ensuring the right processes and support are in place to ensure timely and accurate resolution of tickets.

Managing customer escalations.

Plan, execute and deliver projects as per schedule, content, and quality metrics.

Manage the day-to-day activities of the team.

Keep stakeholders continually updated.

Track and report tech support ticket metrics (such as tickets by severity, priority etc.)

Work with various stakeholders like Tech team,Reliability Operations, Customer support teams.

People Management

Hire and mentor a team of engineers.

Manage learning and development, and performance of your team.

Miscellaneous Work

Various Data requests are made to the Tech Support team . Strategize on the optimizations that can be done for this bucket of work.

Critical productivity tools are created and maintained by the team . Ensure uptime and timely maintenance for these tools.

What we look for?

Overall Tech Support leadership experience of 10 to 12 years.

5 years experience in building a team of software engineers.

2 years of experience in conceptualizing, defining and executing engineering initiated roadmap that translates to a Business impact for the organization.

3 years of effective stake-holder management, including engineering managers, functional heads and customer support team.

Experience in distributed and scalable systems.

Communication skills - excellent written and oral communication to present complex ideas/concepts in a clear and concise manner; communicating with key stakeholders with work/project progress.

Innovation and Thought Leadership.

3 years of experience in technologies: Go/Java/C ; MySQL/Aerospike/Beanstalkd etc. will be an additional good to have.

The original job offer can be found in Kit Job:

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