Gen Ai Support Engineer-2 Job in Exotel

Gen AI Support Engineer-2

Location: Bengaluru

Experience: 4 7+ years

Employment Type: Full-time

About Us

Exotel is the leading full-stack customer engagement platform and virtual telecom operator for emerging markets. Since its inception in 2011, Exotel has been powering 50 million daily engagements across voice, video, and messaging channels. We provide our unified customer engagement solutions to over 6000 companies globally, including industry leaders like Ola, Swiggy, Flipkart, GoJek, Byjus, Urban Company, HDFC Bank, Zomato, and Oyo. With $100 million in Series D funding and an ARR of $60 million, Exotel is a growth-stage company poised for massive impact.

Overview

We're seeking a Gen AI Support Engineer-2 to join our team. As an L2 Support Engineer, you will be the highest level of technical escalation within the support organization. Your role will encompass system reliability, platform integrity, troubleshooting mission-critical production issues, and collaborating with engineering teams for architecture feedback. Additionally, you'll help mentor junior engineers and improve operational processes and tools for large-scale environments. If you're passionate about writing clean code with Python and Django and want to contribute to a fast-paced, mission-driven company, this role is for you!

Responsibilities

• Mission-Critical Issue Resolution: Own the resolution of high-priority, time-sensitive production issues.
• Root Cause Analysis (RCA): Lead RCA reviews and push for systemic improvements in system architecture and processes.
• Performance Optimization: Identify bottlenecks and propose architectural changes to improve system performance and scalability.
• Patch Management: Assist in configuring, deploying, and testing patches, releases, and application updates to production environments.
• SME for Production Systems: Serve as the Subject Matter Expert (SME) for Exotel's production systems and integrations.
• Cross-Team Collaboration: Work with Delivery, Product, and Engineering teams to influence system design, rollout strategies, and improvement plans.
• Mentorship: Lead and mentor L1/L2 engineers on troubleshooting best practices and continuous learning.
• Code Writing & Automation: Write clean, maintainable code for internal tools, scripts, and automation using Python and Django.
• Support Tooling: Automate recovery workflows and design support tools for proactive monitoring.
• Operational Excellence: Establish and improve SLAs, monitoring dashboards, alerting systems, and operational runbooks to ensure system reliability.

Must Have Skills

• Backend Development Support: 3+ years of experience in backend development support, production support, or DevOps/SRE roles.
• Core Technologies: Proficiency in Python, Django, SQL, and troubleshooting in Linux.
• Web Technologies: Strong understanding of HTML, CSS, JavaScript, and other web technologies.
• Distributed Systems & Cloud: Experience working with distributed systems, cloud architecture (AWS), Docker, and Kubernetes.
• Automation: Strong scripting skills with Bash/Python for automation and operational support.
• CI/CD & Observability: Good understanding of CI/CD, observability tools, and release management workflows.
• Communication Skills: Excellent communication, leadership, and incident command skills for managing production issues and cross-functional collaboration.

Nice to Have

• Experience with AI-powered systems and machine learning technologies.
• Familiarity with monitoring systems like Prometheus, Grafana, or Elasticsearch.
• Knowledge of microservices architectures and scaling distributed systems.

Why Join Exotel?

• Innovative Work: Be at the forefront of cloud-based communications technology and AI-driven customer engagement platforms.
• Impact: Play a key role in maintaining and optimizing systems that power millions of customer interactions daily.
• Growth Opportunities: Be part of a fast-growing company with ample learning opportunities and career development.
• Collaborative Environment: Work in a supportive, inclusive environment where your input and ideas matter.
• Competitive Benefits: Comprehensive benefits package including health insurance, mental wellness support, and more.

How to Apply

Ready to take on this exciting challenge and help shape the future of customer engagement technology? Apply Now to join the Exotel team as a Gen AI Support Engineer-2.