Product Support Engineer (AI Platform)

NetomiAgentic AI

Listing location: Gurugram; Workplace type: RemoteFull-TimeMiddle

Salary not disclosed

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Job Details

Have 5–6 years of experience in administrative roles and technical support.
Have experience specializing in Zendesk and API integrations.
Be proficient in Java and HTML.
Have a good knowledge of JavaScript and the ability to identify and rectify code-level issues.
Be able to troubleshoot and resolve technical issues related to Java and MySQL.
Have a deep understanding of tools such as Postman, Datadog, and Workato.
Have expert-level understanding of troubleshooting agent desks such as Salesforce, Zendesk, or Genesys.
Be able to write custom scripts and code snippets to automate support tasks and improve support processes.
Have a track record of developing and implementing standard operating practices.
Be able to work in a fast-paced, evolving environment and adapt to a start-up setting.
Be able to train new hires on processes, products, and technology, and mentor multiple L1 support staff.
Participate in a 24x7 rotational shift.

Develop in-depth knowledge of Netomi systems, including AI Studio, backend architecture, and Agent Desk integrations.
Understand customer business requirements and how they can be addressed through AI Studio.
Participate in the software development lifecycle to learn new systems and features.
Resolve the ticket queue through Zendesk and respond to customer inquiries via phone, email, or chat.
Coordinate and lead troubleshooting through incident management.
Create and maintain internal knowledge-base documents and articles.
Improve processes between support and other teams.
Assist with and own production setups in client environments.
Own and report SLAs and other key metrics.
Collaborate with development, product, customer success, and QA teams to troubleshoot customer issues.

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