L2 Support Engineer

🕒 March 19

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Netomi

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 $30M Series B on 2021-11

Artificial Intelligence • Enterprise • SaaS

Netomi is a company that specializes in providing AI-powered customer experience solutions. Their platform, known as Agentic OS, is designed for enterprise-scale customer service and integrates seamlessly with existing business systems. Netomi's solutions leverage generative AI and large language models to automate over 80% of customer inquiries, enhance customer satisfaction, and reduce support costs. Netomi is trusted by global brands across various industries, offering secure, proactive, and predictive customer care through omnichannel support, including email, chat, messaging, SMS, social media, search, and voice. The company ensures compliance with stringent security standards and data protection regulations.

📋 Description

• 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.

🎯 Requirements

• 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