L2 Support Engineer
New
Gurugram, 24x7 rotational shiftFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5-6 years
- Required Skills
- HTMLJavaJavascriptMySQLSalesforceZendeskDatadogPostman
Requirements
- 5-6 years of experience in administrative roles and technical support, specializing in Zendesk and API integrations.
- Proficient in Java and HTML.
- Familiarity with start-up environments.
- Deep understanding of tools like Postman, Datadog, and Workato.
- Troubleshoot and resolve technical issues related to Java and MySQL.
- Good knowledge of JavaScript with the ability to identify code-level issues.
- Expert level understanding of troubleshooting agent desks like Salesforce, Zendesk, and Genesys.
- Ability to write custom scripts and code snippets to automate support tasks.
- Ability to train New Hires on Process, Product, and Technology.
- Effectively mentors multiple L1s.
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.
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