We are hiring for
Product Support Engineer
1-4 yrs | Bangalore Office
Responsibilities
● Someone who are passionate and super excited to work on world’s fast growing neo banking platform and be self-directed in a fast-paced environment that gives you freedom and responsibility.
● Would be responsible for day to day maintenance of engineering system. Confer with Internal teams to identify problems, replicate them, and troubleshoot for root cause.
● Evaluate failures, bugs, systemic problems, and report on necessary steps.
● An advocate for the customer who is passionate about addressing customer pain points.
● Logging and Keeping records of various issues to help the team prioritize fixes and automations along with measuring the product quality.
● Documenting troubleshooting and problem solution steps.
● Taking ownership of technical issues and working closely with developers to resolve the problems.
● Build a deep understanding of the domain.
Responsibilty
● Passionate individual with excellent analytical and logical thinking.
● Being able to work a full-time schedule of 24*7 hours from Monday through Saturday shift wise.
● Basic knowledge of the scripting languages like PHP, Python.
● Being able to creatively come up with ideas or solutions for various problems and implement them.
● Basic/ Advanced knowledge in MYSQL and writing simple queries to get data from the Database.
● Quick troubleshooting/debugging, diagnosing, and problem solving skills.
● Interest in facilitating monitoring systems to identify issues before they happen.
● Dynamic, outgoing, enthusiastic individual and must bring a high level of energy to the table.
● Skilled in managing multiple cases
● Keen to learn.
About Open Finanacial Technologies
The world needs a superpower that revolutionizes digital banking for small businesses and financial institutions! That’s why we built Open - a digital banking enterprise that builds industry-defining banking products for businesses, startups, freelancers, financial institutions and more.
We have already built several powerful forces like Open Money - the world’s fastest growing SME neobanking platform, Zwitch - Asia’s first-ever no-code embedded finance platform, and BankingStack - a modern cloud-native digital baking OS.
Open has been awarded the ‘Most Innovative Neo bank’ & ‘Most Innovative Digital Bank’ at India Fintech Awards 2021 & Internet and Mobile Association of India (IAMAI) respectively. But this is just the beginning of a paradigm shift we are about to forge in the world of banking. On 3rd May 2022, Open became the 100th Unicorn of India.
Open is currently home to some of the smartest & brightest 500+ minds in the fintech space. We’re a Series D funded startup backed by leading international funds like Temasek, Google, Tiger Global, IIFL Finance Ltd., SBI Holdings Japan, 3one4 Capital, Speed Invest, Beenext, Tanglin Venture Partner Advisors & Angellist to name a few.
To build and strengthen this superpower, we’re on the lookout for some extraordinary folks. Are you up for this
challenge?
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Job Description:
1. Install, configure, and troubleshoot desktop hardware, software, and peripherals for
end-users.
2. Respond to support tickets and service requests in a timely and efficient manner, providing
effective solutions.
3. Diagnose and resolve hardware and software issues related to desktops, laptops, printers,
and other peripherals.
4. Collaborate with other IT teams to ensure seamless integration of desktop systems with
the overall IT infrastructure.
5. Maintain inventory records of desktop equipment and ensure timely procurement of new
hardware and software.
6. Perform regular maintenance and updates on desktop systems to ensure optimal
performance and security.
7. Assist in the implementation of IT policies and security measures to safeguard desktop
systems and data.
8. Provide end-user training on hardware and software usage to enhance their productivity
and technical skills.
9. Document technical procedures, troubleshooting steps, and knowledge base articles for
future reference.
10.Stay informed about the latest trends and advancements in desktop technologies to
improve support services.
Requirements:
1. Proven experience as a Desktop Engineer or in a similar technical support role.
2. Strong knowledge of desktop operating systems (Windows and macOS) and standard
software applications.
3. Proficiency in hardware troubleshooting and problem-solving for desktop-related issues.
4. Familiarity with network connectivity and basic understanding of IT infrastructure
components.
5. Excellent communication and interpersonal skills to interact with end-users in a friendly
and in a professional manner.
6. Ability to work independently and handle multiple tasks simultaneously.
7. A proactive and customer-focused approach to delivering high-quality support services.
ABOUT THE ROLE
We are looking for young dynamic individuals in the role of Operation and product support, who will be part of our Support Team in Hyderabad. The job will need a fair amount of technical knowledge about Web SaaS portals.
Job Responsibilities:
- Attend inquiries and resolve product or service problems by clarifying the customer's complaint via, email, online chat, helpDesk etc.
- Provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Suggest or inform customers about the best practices. Identify and assess customers’ needs to achieve satisfaction by going the extra mile to engage customers.
- A certain degree of creativity, latitude, and problem- solving is required
- Coordinate with cross-functional teams to achieve the
- highest level of customer satisfaction.
- Streamline and expedite operational tasks, including inbound and outbound marketing.
- Follow communication procedures, guidelines, and policies.
REQUIREMENTS
- Experience of 1 year in customer service role handling customer support/technical queries.
- Excellent oral and written communication and people interaction skills.
- Hands-on experience with ticketing software like Freshdesk/Freshchat.
- Good analytical skills with active listening and attention to detail.
- Ability to multi-task, prioritize and manage time effectively.
- Work independently and own the raised matter till closure.
- Work experience in SAAS companies is an added advantage
We’re a technology-enabled performing arts learning startup currently in stealth mode. Our
mission is to transform the way India learns & creates performing arts. Our target public launch date is April. Our launch services consist of technology-enabled dance classes in our proprietary studios, production facilities, and social media broadcasting & competitions.
Founding Team.
The founder is Shariq Plasticwala. He is a graduate of IIT Bombay & Stanford GSB. He was part of the founding team of Amazon India where he played a key role for over 8 years. Among his roles at Amazon, he was the CEO of Amazon’s first joint venture in India and a Board Member of Amazon’s payments business. The other members of the founding team are experienced senior leaders from Shiamak Davar’s & Byju’s.
Role
The responsibilities of the role are per the below:
● Managing & monitoring system performance and ensuring reliability and availability
● Installing, configuring and maintaining operating systems, application software
● Anticipating & troubleshooting systems related issues
● Continual maintenance of security, including backup and redundancy strategies
● Liaising with 3rd party vendors, IT providers, etc. for support where required
● Providing Level 2 and 3 support
The role is based in Bangalore, India. The role will be required to work out of the office in
Indiranaga
Experience, Qualifications & Person Type
The ideal candidate is someone who –
● 2+ years of experience in Managing system
● Excellent verbal and written communication skills.
● Can wear multiple hats.
● Possess a degree/diploma in Computer Science, Engineering or related field
● Have prior experience as a Systems Engineer
● Experience in supporting multiple applications and network environments
● Proven working experience in installing, configuring and troubleshooting live streaming based environments
● You also have good experience in performance tuning of application stacks such as zoom and OBS
● You are proficient in automated operation and maintenance, monitoring tools and automated deployment tools
● Experience with virtualization and containerization
● You possess good analytical & debugging skills
If you meet the above criteria, please send us –
● A resume introducing yourself and why you are suited for this role.
Role & Compensation
Compensation is equal to industry standards.
Work Days & Timings
We have a 6-day working week
Support at Exotel is different. The goal is not just to deliver help to our customers, but to deliver happiness. It's not the same questions over and over again, and often involves researching/understanding the business side of how companies use our platform to build their communication applications and help accordingly.
Providing time-sensitive help to meet the customer’s needs during each interaction is of utmost importance.
About us
Exotel is one of Southeast Asia’s 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. Read our 2018 growth story https://2018.exotel.com/">here.
About the Role
Customer Happiness is one of our key differentiators. In this role you will be the customer champion for Exotel, thrive to create great customer experience while responding to customer inquiries, resolving their queries and ensure all the agreed SLA’s are met consistently. In this role, you will be working with internal and external stakeholders with high level of ownership on your deliverables with customer first approach.
What we are looking for?
- You're empathetic to customers and can easily put yourself in their shoes. You listen and understand well. You’re smart and know that not everyone comes with the same skill sets and help people whether they are technically inclined or not. Your job is to make the customer feel empowered and happy after each interaction.
- You love solving problems and have the ability to provide solutions to technical problems that customers face. You never give up when you don't know the answer right away.
- You have dual qualities of time management, patience and ability to speak to customers with confidence and conviction.
- You write well. You know exactly what word or punctuation to use based on the context.
- As we are an API driven company, you either know how applications are built using APIs or have a keen interest to learn.
Why should you join us?
- You want to be an enabler for business success with an appetite for steep learning.
- You enjoy mentoring and coaching teams, take pride in teams success.
- You enjoy solving problems and thrive for excellence
What will you do?
- You’ll be our Product Champ in all areas. Providing solutions to different problems of clients by taking help of different internal tools, coordinating with Tech Support (this is one team with whom you’ll be working the most), Network operations, Customer Success, Product and Finance teams.
- You'll work one-on-one with customers, helping them to get the most out of Exotel. You might wing unplanned Skype calls and live screen-shares apart from answering phone calls and responding to emails.
- Ensure that all the related notes/ call comments are properly documented and suitable information is provided to clients.
- Maintain our https://support.exotel.in/support/home" target="_blank">knowledge base site. Write, edit and help create content whenever necessary.
- We work 24*7, considering we now are expanding geographically. We expect you to be comfortable working in rotational shifts (you’ll be working from home during nights and over weekends, though)
This person MUST have:
- BE Computer Science or equivalent
- Cloud app development experience.
- Strong Troubleshooting and debugging skills
- A strong passion for writing simple, clean, and efficient code.
- 3 years of experience with the Django framework and other backend technologies.
- Knowledge of NodeJS
- Experience with building, modifying, and extending API endpoints (REST or GraphQL) for data retrieval and persistence.
- Understand how to use a database like Postgres (preferred choice), SQLite, MongoDB, MySQL.
- Experience creating high-performance applications.
- Experience with messaging and broker tools - Rabbitmq, MQTT
- Experience with SQL and NoSQL databases
- Experience with the full software development life cycle, including requirements collection, design, implementation, testing, and operational support.
- Knowledge of web services
- Proficient understanding of code versioning tools Git.
- Hands-on experience deploying and managing infrastructure with CloudFormation/Terraform
- Experience managing AWS infrastructure.
- Hands-on experience in Linux environment.
- Basic understanding of Kubernetes/Docker orchestration.
- Manges existing infrastructure/Pipelines/Engineering tools (On-Prem or AWS) for the engineering team (Build servers/Jenkins nodes etc.)
- Experience with scrum or other agile software development methodology.
- Excellent verbal and written communication, teamwork, decision making and
- influencing skills.
- Handle customer calls/emails regarding technical issues for end-users.
- Strong communication skills
- Attention to detail.
Experience:
- Min 3 year experience
Location:
- Ahmedabad Office Or,
- Work from home
Timings:
- 40 hours a week with a rotational shift every month.
- Meeting with project managers to determine CRM needs.
- Developing customized solutions within the Salesforce platform.
- Designing, coding, and implementing Salesforce applications.
- Creating timelines and development goals.
- Testing the stability and functionality of the application.
- Troubleshooting and fixing bugs.
- Maintaining the security and integrity of the application software.
- Bachelor’s degree in computer science or any other field.
- Previous work experience with application and development.
- Experience developing customer-facing interfaces.
- Advanced knowledge of Salesforce CRM platforms.
- Proficient in salesforce admin/development, MYSQL, Apex, JavaScript, Native, and Visual Force, LWC.
- Should have 3+ years of experience in salesforce.
- Good communication skills.
- Ability to problem solve high-level software and application issues.
- Ability to project manage.