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Product Support Engineer (AI Platform)

4 hours, 40 minutes ago
India
Full-time
Senior
Technical Support Engineer
Artificial Intelligence and Machine Learning
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 24

Description

  • Develop in-depth knowledge of Netomi’s AI Studio, backend architecture, and agent desk integrations.
  • Translate customer business requirements into solutions using AI Studio.
  • Participate in the software development lifecycle to understand new systems and features.
  • Resolve customer tickets through Zendesk and respond via phone, email, or chat.
  • Coordinate and lead incident troubleshooting and production support.
  • Set up and maintain Netomi deployments in client environments.
  • Create and maintain internal knowledge base documentation and standard operating procedures.
  • Improve support processes and collaboration across teams.
  • Track and report SLAs and other key support metrics.
  • Train new hires, mentor L1 support engineers, and participate in a 24x7 rotational shift.

Requirements

  • 5–6 years of experience in administrative and technical support roles, including Zendesk and API integrations.
  • Proficiency in Java and HTML, with working knowledge of JavaScript and MySQL.
  • Experience troubleshooting code-level issues and developing workarounds for bugs.
  • Deep knowledge of Postman, Datadog, and Workato.
  • Expertise troubleshooting agent desk platforms such as Salesforce, Zendesk, or Genesys.
  • Experience writing scripts and code snippets to automate support tasks.
  • Ability to collaborate with product, data/analytics, customer success, development, and QA teams.
  • Demonstrated success creating and implementing standard operating procedures.
  • Experience in startup or fast-paced, evolving technical support environments.
  • Ability to train new hires and mentor multiple L1 support engineers.

Interested in this position?

Apply directly on the company website

Apply Now

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