REMOTEFULLTIME
Product Support Engineer (AI Platform)
Netomi
Remote · remote · Posted 4d ago
Sourced from
Undisclosed5–6 yrsfulltimeRemote
Your match
?
Sign in to see your match score, skill gaps & tailored resume.
Section · 01
About this role
About the Company:
Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.
Want to be part of the AI revolution and transform how the world s largest global brands do business Join us!
About the Role
The support engineer at Netomi will be a Subject Matter Expert on Netomi s offerings from Product, Technical and Business perspectives. The person will develop in-depth knowledge of the Product Offering, work in a customer-facing mode and be able to manage multiple projects at a time.
Responsibilities
- In Depth understanding of Netomi systems - AI Studio, Backend Architecture, Agent Desk Integrations.
- Understanding of business requirements for our different customers and how they can be solved through AI Studio.
- Participate in the software development lifecycle to learn the new system/feature.
- Responsible for resolving the ticket queue through Zendesk.
- Coordinating and leading troubleshooting through incident management.
- Creating documents and maintaining our internal knowledge base.
- Improving our internal processes between teams and support.
- Assist and own production setups in client environments .
- Own and report SLA and other key metrics.
- Participate in a 24x7 rotational shift.
Requirement
- 5-6 years of experience in both administrative roles and technical support, specializing in Zendesk and API integrations.
- Proficient in Java and HTML, enhancing technical capabilities for comprehensive support.
- Proven track record of positively impacting organizations through the development and implementation of standard operating practices.
- Familiarity with start-up environments, demonstrating adaptability to dynamic work settings.
- Strong ability to navigate and excel in fast-paced and evolving work environments, with a specific background in technical support roles.
- Respond to customer inquiries and support requests via phone, email, or chat
- Identifies workaround for bug fixes and support L1 in any issue(s) that they are unable to resolve
- Deep understanding of tools like Postman/Datadog/Workato
- Collaborate with different teams Ex: DA/Product/CS Dev/QA for effective troubleshooting of customer issues
- Troubleshoot and resolve technical issues related to Java and MySQL
- Good knowledge of JavaScript with the ability to identify code-level issues and rectify
- Write custom scripts and code snippets to automate support tasks and improve support processes.
- Collaborate with development teams to resolve complex technical problems.
- Expert level understanding of troubleshooting agent desk like Salesforce/Zendesk/Genesys.
- Creates and Documents knowledge base articles
- Ability to train New Hires in the team on Process, Product and Technology
- Effectively mentors multiple L1s in the context of support
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Let the agent run this one for you.
Tailored resume, auto-apply, and referral lookup — in under 2 minutes.
Section · 02
Skills
AutomationIncident ManagementTechnical SupportProduct SupportHTMLBackendJavascriptMySQLsalesforceRecruitment
Section · Company
About Netomi
Netomi
HiringEmerging Technologies
Self-Driving Customer Care
150
employees
2015
11 years old
Gurgaon/Gurugram, Haryana
India
About
Netomi specializes in AI technology that transforms customer engagement, providing critical solutions to enhance brand interactions in the evolving AI landscape.
Industries
Emerging Technologies
Employee ratings
38 reviews
4.1/ 5
Culture
4.1
Career growth
3.6
Work-life
3.9
Employees rate it well for
Work Culture10Learning7Work Life Balance5Salary4
Find them on