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L2 Support Engineer

2 days, 17 hours ago
India
Full-time
Senior
Technical Support Engineer
Software Development
Datadog HTML Java JavaScript MySQL Postman Salesforce
Apply Now
Netomi

Netomi

Netomi is an AI-first customer service platform revolutionizing customer support with industry-leading resolution rates and multilingual support.

IT Services
51-250
Founded 2015
$52M raised
View All Jobs 30

Description

  • Resolve the Zendesk ticket queue and respond to customer inquiries and support requests via phone, email, or chat.
  • Develop in-depth knowledge of Netomi systems, including AI Studio, backend architecture, and Agent Desk integrations.
  • Understand customer business requirements and map them to solutions using AI Studio.
  • Participate in the software development lifecycle to learn new systems and features.
  • Coordinate and lead troubleshooting efforts through incident management.
  • Create and maintain internal documentation and knowledge base articles.
  • Improve internal processes between support and other teams.
  • Own and support production setups in client environments.
  • Track, report, and manage SLA performance and other key metrics.
  • Participate in a 24x7 rotational shift and mentor/train L1 support team members.

Requirements

  • 5-6 years of experience in administrative roles and technical support.
  • Strong experience with Zendesk and API integrations.
  • Proficiency in Java and HTML.
  • Good knowledge of JavaScript and the ability to identify and fix code-level issues.
  • Troubleshooting experience with Java and MySQL.
  • Expert-level understanding of agent desk platforms such as Salesforce, Zendesk, and Genesys.
  • Deep familiarity with tools such as Postman, Datadog, and Workato.
  • Experience writing custom scripts and code snippets to automate support tasks.
  • Proven ability to develop and implement standard operating practices.
  • Experience in startup or fast-paced, evolving environments.

Interested in this position?

Apply directly on the company website

Apply Now

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