Customer Care Executive

• Understanding the non-functional requirements from business.
• Analyzing the critical business scenarios.
• Analyzing the service level agreement objectives.
• Developing the test scripts.
• Enhancing the scripts by creating/implementing. ...
• Designing workload model.
• Test Execution.

About Us

At Toddle, we are on a mission to help schools around the world deliver better learning. We are a team of 2x founders – before founding Toddle, we set up a network of preschools and schools in India. We continue to operate these preschools and schools as it gives us a unique vantage

point into the challenges faced by schools.

Our belief is that real impact in education can only be achieved by improving schools. That’s because children spend more than 80% of their learning time in school and schools are here to stay as schools are not just about teaching & learning, they also play a pivotal social role in our lives. So while most Edtech companies are trying to solve for education by working outside the school system, we think that the focus needs to be on taking our schools to the next level.

Our first product is a collaboration platform for teaching teams – we say that Toddle is to teaching, what Figma is to design. In its current version, Toddle empowers teachers to work together and better across all stages of the teaching-learning process – right from curriculum

planning and assessments to progress-tracking and family communication.

Here are some key facts about us:

1. Currently used by 1,000+ schools and 30,000+ teachers from 107 countries

2. Global revenue – 40% from Americas, 30% from EMEA, 30% from APAC

3. NRR > 115%

4. NPS > 70

5. Annual churn < 5%

6. Inbound led GTM motion fuelled by positive word of mouth

We love solving for

1. Creating delightful experiences that help teaching teams collaborate better & be more effective

2. Building tools that help teachers personalise learning for their students

3. Helping teachers around the world connect with each other meaningfully

We are at a series A stage right now, growing fast in the SAAS Ed-tech space, and have been funded by Sequoia, Matrix, Beenext, and Better Capital among others.

Here’s what you’ll be doing

We are looking for a passionate and skilled Backend engineer, one who partners with us in creating beautiful products for teachers, students and parents alike. As a Backend engineer, you will play a major role in designing, developing and deploying high-quality web platforms. In

this multifaceted role, you will get the opportunity to work along curriculum experts, teachers, and students, and user-test the product in real school settings.

Required Skills:

Frameworks & Technologies: Node.js, Express, GraphQL, JWT

Database: SQL query writing and optimisation.

Tools: Git basics, Scripting basics

Good to have:

DevOps experience with AWS, CI/CD

Working experience in PostgreSQL

Is this someone that looks like you?

• Education: B.E/B.Tech degree

• Experience: 1 to 3 years of relevant working experience (SaaS preferred)

• Soft Skills: Having a bias towards action, a good sense of design, empathy, and good communication skills

• We deeply value building the right culture at Toddle, and these are a few things that we look for in each hire - Coach-ability, Curiosity, Ownership, Hustle and Humility

Excited about the role?

Here are a few more benefits:

1. Work from anywhere - Work from where you like - home, co-working space, cafe or the hills

2. Exposure to diverse learning opportunities

Work across different projects & teams to develop skills outside of your core expertise

Access to a small budget towards learning (e.g. books, online courses, substacks)

3. Uncapped leave policy

We trust you fully on your commitment to our mission and your judgement on planning your time and taking leaves:

No cap on the number of sick or casual leaves

Special paid leaves for childbirth, wedding etc.

And if in any circumstance you feel burnt out - there is a little something for this too!

No questions asked menstrual leave

4. Flexible working hours - Block “no-meeting hours” to enable uninterrupted focused work

5. No bell curve performance evaluations

6. And yes, a super fun and smart group of folks to collaborate and grow with.

Still with us? Here’s the process:

1. Shortlisting:

• Apply for the role.

• We’ll check out your application and assess it for a fit

• You will hear back from us within 2-3 days of the submission if shortlisted

2. Once shortlisted, we usually do about 2-3 rounds of interviews, a written assignment, and deep reference checks.

3. We value everyone’s time hence we make it a point to communicate proactively at all stages of your application. You can always reach out to us for any questions.

SUMMARY:

Seeking individuals with demonstrated experience in Back-End Web Development

responsible for managing the interchange of data between the server and the users. Your

primary focus will be development of all server-side logic, definition and maintenance of the

central database, and ensuring high performance and responsiveness to requests from the

front-end. You will also be responsible for integrating the front-end elements of our AI SaaS

application modules and solve revenue-growth problems, at the intersection of demand and

supply, which are faced by the Fortune 1000 CPG/FMCG companies.

Frontend Engineer - (6-10 years’ experience)

As a Front End Web Engineer you will be responsible for building the next generation of user experiences. We need a highly motivated and skillful engineer to work with HTML, Typescript/JavaScript, and CSS/Sass and related tooling, frameworks, and libraries. Attention to detail and a dedication to deliver a high-quality, stable delivery is essential.

If you want to be part of this amazing team, this position is for you.

Key Skills:

• Proficient in at least one JavaScript framework like Angular, React, VueJS, or equivalent
• Proficient in Typescript, HTML, CSS3 usage in building large scale applications
• Expertise in front-end design and JavaScript libraries such as AngularJS, ReactJS, jQuery, and VueJS
• Passion for building a rich and innovative user experience
• Strong computer science fundamentals in design, data structures, and problem solving
• Experience in Single Page Application architecture

Description:

• Build pixel-perfect, robust and, accessible user interfaces on the web
• Drive independently a project from inception to production deployment with a strong focus on performance and robustness
• Follow our software development process including writing unit tests, perform code reviews etc.
• Ability to learn and apply new technologies quickly
• Work effectively with cross-functional teams to develop features
• Provide support for production deployments
• Demonstrate ability to deliver results on time with high quality
• Experience handling distributed vendor resources

You will join a team of highly skilled engineers who are responsible for delivering Acceldata’s support services. Our Site Reliability Engineers are trained to be active listeners and demonstrate empathy when customers encounter product issues. In our fun and collaborative environment  Site Reliability Engineers develop strong business, interpersonal and technical skills to deliver high-quality service to our valued customers.

When you arrive for your first day, we’ll want you to have:

• Solid skills in troubleshooting to repair failed products or processes on a machine or a system using a logical, systematic search for the source of a problem in order to solve it, and make the product or process operational again
• A strong ability to understand the feelings of our customers as we empathize with them on the issue at hand
• A strong desire to increase your product and technology skillset; increase- your confidence supporting our products so you can help our customers succeed

In this position you will…

• Provide Support Services to our Gold & Enterprise customers using our flagship Acceldata Pulse,Flow & Torch Product suits. This may include assistance provided during the engineering and operations of distributed systems as well as responses for mission-critical systems and production customers.
• Demonstrate the ability to actively listen to customers and show empathy to the customer’s business impact when they experience issues with our products
• Participate in the queue management and coordination process by owning customer escalations, managing the unassigned queue.
• Be involved with and work on other support related activities - Performing POC & assisting Onboarding deployments of Acceldata & Hadoop distribution products.
• Triage, diagnose and escalate customer inquiries when applicable during their engineering and operations efforts.
• Collaborate and share solutions with both customers and the Internal team.
• Investigate product related issues both for particular customers and for common trends that may arise
• Study and understand critical system components and large cluster operations
• Differentiate between issues that arise in operations, user code, or product
• Coordinate enhancement and feature requests with product management and Acceldata engineering team.
• Flexible in working in Shifts.
• Participate in a Rotational weekend on-call roster for critical support needs.
• Participate as a designated or dedicated engineer for specific customers. Aspects of this engagement translates to building long term successful relationships with customers, leading weekly status calls, and occasional visits to customer sites

In this position, you should have…

• A strong desire and aptitude to become a well-rounded support professional. Acceldata Support considers the service we deliver as our core product.
• A positive attitude towards feedback and continual improvement
• A willingness to give direct feedback to and partner with management to improve team operations
• A tenacity to bring calm and order to the often stressful situations of customer cases
• A mental capability to multi-task across many customer situations simultaneously
• Bachelor degree in Computer Science or Engineering or equivalent experience. Master’s degree is a plus
• At least 2+ years of experience with at least one of the following cloud platforms: Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), experience with managing and supporting a cloud infrastructure on any of the 3 platforms. Also knowledge on Kubernetes, Docker is a must.
• Strong troubleshooting skills (in example, TCP/IP, DNS, File system, Load balancing, database, Java)
• Excellent communication skills in English (written and verbal)
• Prior enterprise support experience in a technical environment strongly preferred

Strong Hands-on Experience Working With Or Supporting The Following

• 8-12 years of Experience with a highly-scalable, distributed, multi-node environment (50+ nodes)
• Hadoop operation including Zookeeper, HDFS, YARN, Hive, and related components like the Hive metastore, Cloudera Manager/Ambari, etc
• Authentication and security configuration and tuning (KNOX, LDAP, Kerberos, SSL/TLS, second priority: SSO/OAuth/OIDC, Ranger/Sentry)
• Java troubleshooting, e.g., collection and evaluation of jstacks, heap dumps

You might also have…

• Linux, NFS, Windows, including application installation, scripting, basic command line
• Docker and Kubernetes configuration and troubleshooting, including Helm charts, storage options, logging, and basic kubectl CLI

• Experience working with scripting languages (Bash, PowerShell, Python)
• Working knowledge of application, server, and network security management concepts
• Familiarity with virtual machine technologies
• Knowledge of databases like MySQL and PostgreSQL,
• Certification on any of the leading Cloud providers (AWS, Azure, GCP ) and/or Kubernetes is a big plus

The right person in this role has an opportunity to make a huge impact at Acceldata and add value to our future decisions. If this position has piqued your interest and you have what we described - we invite you to apply! An adventure in data awaits.

Learn more at https://www.acceldata.io/about-us">https://www.acceldata.io/about-us

• Support and lead a team of product designers, by applying your expertise in strategic design methods and efficient design processes, across a multi-disciplinary team (UX, UX research, IxD, UI, VD, Graphics, etc) Illustrate design ideas using storyboards, process flows and sitemaps.
• A key contributor to product team working closely with PM and key stakeholders (product, engineering, data science, sales, marketing & PR) to define a long term strategy that delivers on the vision
• Be able to deliver value for end-to-end user experience design with a focus on interaction design and visual design.
• Develop process flows, wireframes, and mockups to effectively conceptualize and communicate design strategies and detailed interaction models
• Be accountable for the system designs within the scope of your team to fulfill both functional and non-functional requirements, that enables building a scalable and reliable product
• Bring predictability & visibility of the team’s delivery to all relevant stakeholders, which includes making complex technological context more accessible to improve the quality of decision making
• Continually research the user experience through interviews/systematic feedback from internal/external customers to dive into root problems and uncover opportunities to improve our product
• Responsible for building & growing the design team - skills development, personal development, mentoring & leadership growth
• Work towards inculcating a Design Thinking culture within the team.

• Experience managing a design project from start to finish
• Ability to communicate effectively to different audiences within the organization
• A keen sense of design - both interaction design and visual design
• Knowledge of wireframe tools (e.g. Sketch and InVision)
• Experience developing UX wireframes, interactive prototypes and mock-ups
• Team spirit, strong communication skills to collaborate with various stakeholders
• Can get hands dirty with all parts of the design process
• Understanding of influencer marketing space is a good to have

• Define and document detailed requirements detailing market opportunities and associated technical integrations in collaboration with architects, engineers, and key stakeholders with ISVs and strategic partners.
• Drive product execution across a large set of engineers, product designers, and product managers.
• Collaborate with Product Marketing on company Platform collaterals and sales tools such as articles, datasheets, white papers, blogs, how-to videos, demos, etc.
• Conduct usability testing interviews to gather feedback on Product integration prototypes.
• Identify market opportunities and conduct customer/user research interviews in conjunction with lead Product Managers.
• Deliver product management analysis, including market requirements, and customer experience artifacts.
• Develop a deep understanding of the RDBMS competitive market landscape and product analysis.
• Own the roadmap of active and future projects and maintain the backlog of features and priorities.
• Be outcome and KPI drove to achieve growth of your products and take the right actions accordingly.
• Work with the engineering and product team to ensure proper investment and execution in support of your strategy.
• Communicate regularly with senior leadership on status, risks, and change control.

Requirements:

• Have 5+ years of relevant experience in a technical role, with at least 3 years of those in a product management role.
• Have experience defining a roadmap and managing incremental execution through successful launches.
• Detail-oriented and able to understand the bigger picture by using your technical expertise and problem-solving abilities to prioritize and manage blocking issues.
• Thrive in the dynamic environment that comes with being part of a fast-moving startup. That means flexibility as well as dealing with ambiguity.
• Experience working across organizations with Sales, Marketing, Support, Product, Engineering, and Design.
• 2+ years experience in data infrastructure or related IaaS products and/or services; AWS and/or Google Cloud background preferred.
• Strong communication skills, analytical skills, and data-driven product decision-making mindset.
• Experience with product management planning and design tools - Confluence, JIRA, Balsamiq, AHA!

Nice to have:

• Strong proficiency in the big data ecosystem e.g. Kafka, Spark, or similar technologies.
• Technically savvy and experienced with the cloud, APIs, enterprise software.
• Worked on data platforms or streaming applications.