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 setting validation.

* Provide clear, 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

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