Product Support Engineer – AI Platform

This is a fully remote position, open to applicants in India.

📋 Description

• Acquire comprehensive knowledge of Netomi’s product suite from technical, business, and product perspectives.

• Analyze customer business needs and address them through AI Studio solutions.

• Engage in the software development lifecycle to familiarize yourself with new systems and features.

• Manage the ticket queue using Zendesk.

• Lead and coordinate troubleshooting efforts through incident management.

• Develop documentation and update the internal knowledge base.

• Enhance internal processes between teams and support functions.

• Assist with and take ownership of production setups in client environments.

• Monitor and report on SLA and other essential metrics.

• Participate in a 24x7 rotational shift schedule.

• Operate in a customer-facing capacity while managing multiple projects concurrently.

• Collaborate with development and cross-functional teams to tackle complex technical challenges.

⛳️ Requirements

• 5-6 years of experience in administrative and technical support roles, with a focus on Zendesk and API integrations.

• Proficient in Java and HTML programming languages.

• Demonstrated history of developing and implementing standard operating procedures.

• Familiarity with start-up environments.

• Background in technical support roles.

• Capable of responding to customer inquiries through phone, email, or chat.

• Skilled in identifying workarounds for bug fixes and addressing L1 support issues.

• Strong understanding of Postman, Datadog, and Workato.

• Ability to collaborate effectively with DA, Product, CS Dev, and QA teams.

• Experience in troubleshooting Java and MySQL-related issues.

• Good knowledge of JavaScript, with the ability to identify and resolve code-level problems.

• Capacity to write custom scripts and code snippets.

• Experience in troubleshooting Salesforce, Zendesk, and Genesys Agent Desk systems.

• Proficient in creating and documenting knowledge base articles.

• Ability to train new hires on processes, products, and technology.

• Capacity to mentor multiple L1 support team members.

🏝️ Benefits

• Full Time - Remote

• Equal opportunity employer dedicated to promoting diversity in the workplace.