Job Description
Role Overview
We are looking for a hands-on Technical Support Manager to lead the complete L2 support function for our Voice and AI platforms. The ideal candidate combines strong technical depth with leadership, customer empathy, and a mindset of building scalable, automation-driven support systems-not merely people management.
This role is critical in strengthening platform reliability, improving SLAs, and enabling the team to solve complex problems with confidence and ownership.
Key Responsibilities
Technical Leadership
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Lead, mentor, and upskill L2 Support Engineers for Voice (SIP/VOIP) and AI product ecosystems.
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Own complex escalations end-to-end, ensuring quick, accurate, and high-quality resolutions.
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Provide deep technical guidance on debugging APIs, microservices, SIP logs, workflows, and datastore issues.
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Ensure technical readiness for new features, arch...
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