About the Role
As a Product Support Engineer, you will be the first line of technical engagement for customers using Exotel’s cloud telephony, communication APIs, and customer engagement platform. Your role is critical in ensuring customers receive timely, accurate, and empathetic support while you help them troubleshoot issues, understand product behavior, and get the best out of Exotel’s solutions.
This position is perfect for someone who enjoys diving into technical details, communicating clearly with customers, and collaborating with internal teams to improve overall customer satisfaction.
Key Responsibilities
Customer Issue Resolution
Serve as the primary contact for customers via email, phone, and ticketing systems for Level 1 inquiries.

Diagnose issues related to call flows, APIs, SMS/voice routing, call recordings, and Exotel dashboard functionalities.

Perform preliminary investigations such as log checks, configuration reviews, and environment validation.

Provide transparent, actionable solutions and workarounds within defined SLAs.

Technical Troubleshooting




Analyze API requests/responses, webhook logs, and common communication protocol issues.

Assist customers with setup, configuration, debugging, and best practices.

Escalate complex or platform-level problems to L2/L3 teams with complete technical context.

Collaboration & Communication
Coordinate with engineering, product for bug verification and feature clarifications.

Document common issues, solutions, and internal runbooks for knowledge sharing.

Contribute to improving support processes and customer experience.

Quality & Compliance
Ensure consistent adherence to SLA, quality standards, and communication guidelines.

Maintain accurate records of issue tracking, escalations, and resolutions.

Required Skills & Qualifications
Technical Skills
Solid understanding of APIs, JSON, webhooks, HTTP methods.

Basic knowledge of networking concepts (DNS, latency, firewalls, ports).

Exposure to cloud platforms

📌 Product Support Engineer (India)
🏢 Exotel Techcom
📍 India