L3 - Support Engineer

At Netomi AI, we are on a mission to create artificial intelligence that builds customer love for the world’s largest global brands.

Some of the largest brands are already using Netomi AI’s platform to solve mission-critical problems. This would allow you to work with top-tier clients at the senior level and build your network.

Backed by the world’s leading investors such as Y-Combinator, Index Ventures, Jeffrey Katzenberg (co-founder of DreamWorks) and Greg Brockman (co-founder & President of OpenAI/ChatGPT), you will become a part of an elite group of visionaries who are defining the future of AI for customer experience. We are building a dynamic, fast growing team that values innovation, creativity, and hard work. You will have the chance to significantly impact the company’s success while developing your skills and career in AI.

Want to become a key part of the Generative AI revolution? We should talk.

The Technical Support at Netomi is considered to be an expert of Netomi’s offering from Product, Technical and Business Perspective. The person will be required to gain in depth knowledge of the Product Offering as well as work in a customer facing mode and be able to manage multiple projects at a time.

Responsibilities

• Review support agents’ work, then tap into your technical and customer service experience to generate insightful feedback.
• 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.
• Be the first point of contact for all customer inquiries.
• The first person to respond to Production tickets raised by clients, sales and partners.
• Perform impact analysis during incidents.
• Root cause analysis for the incident.
• Expertise in troubleshooting production issues.
• Drive creation of knowledge base articles and documentation to proactively address needs and reduce support tickets.
• Establish and reinforce best practices for the Support team.
• Monitoring production environment for alerts.
• Clarify product offering to Sales, and other team members ( CS, Marketing).
• Triage reported issues as SMEs and navigated to the right teams.
• Train and demo clients as needed.
• Assist and own production setups in client environments.
• Own and report SLA and other key metrics.
• Help define new processes.

Requirement

• 7+ years experience in support engineer role.
• At least 2 years of experience leading a team of product support engineers.
• Respond to customer inquiries and support requests via phone, email, or chat.
• Identifies workaround for bug fixes and supports L1/L2 in any issue(s) that they cannot 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.
• Extensive knowledge of API integrations.
• Troubleshoot and resolve technical issues related to Java and MySQL.
• Good knowledge of JavaScript and ability to identify code-level issues and rectify them.
• Should be able to create HTML forms with JS scripts.
• Write custom scripts and code snippets to automate support tasks and improve support processes.
• Collaborate with development teams to resolve complex technical problems.
• Creates and Documents knowledge base articles.
• Ability to train New Hires in the team on Process, Product and Technology.
• Effectively mentors multiple L1/L2s in the context of support.

Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.