Product Support Engineer – AI Platform

Job not on LinkedIn

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤖 AI Engineer

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Netomi

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 $30M Series B on 2021-11

Consulting • Logistics • Marketing

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

• Develop in-depth knowledge of Netomi’s product offerings from product, technical, and business perspectives • Understand customer business requirements and solve them through AI Studio • Participate in the software development lifecycle to learn new systems and features • Resolve the ticket queue through Zendesk • Coordinate and lead troubleshooting through incident management • Create documents and maintain the internal knowledge base • Improve internal processes between teams and support • Assist with and own production setups in client environments • Own and report SLA and other key metrics • Participate in a 24x7 rotational shift • Work in a customer-facing mode and manage multiple projects simultaneously • Collaborate with development and cross-functional teams to resolve complex technical problems

🎯 Requirements

• 5-6 years of experience in both administrative roles and technical support, specializing in Zendesk and API integrations • Proficient in Java and HTML • Proven track record of developing and implementing standard operating practices • Familiarity with start-up environments • Background in technical support roles • Ability to respond to customer inquiries via phone, email, or chat • Ability to identify workarounds for bug fixes and support L1 issues • Deep understanding of Postman, Datadog, and Workato • Ability to collaborate with DA, Product, CS Dev, and QA teams • Experience troubleshooting Java and MySQL issues • Good knowledge of JavaScript and ability to identify and rectify code-level issues • Ability to write custom scripts and code snippets • Experience troubleshooting Salesforce, Zendesk, and Genesys Agent Desk systems • Ability to create and document knowledge base articles • Ability to train new hires on process, product, and technology • Ability to mentor multiple L1 support staff

🏖️ Benefits

• Full Time - Remote • Equal opportunity employer committed to diversity in the workplace