AI Platform Product Support Engineer (24x7)

OpenKrill; United States; Remote; USD 90.000 - 120.000; Vollzeit

Zusammenfassung

Netomi, the leading agentic AI platform for enterprise CX, is hiring a Support Engineer to become a subject matter expert on our product offering from technical, product and business perspectives. You will support customers using Zendesk, API integrations, and AI Studio across diverse deployments.

Responsibilities include incident management, creating knowledge base content, coordinating cross‑team troubleshooting, and reporting SLA metrics.

Qualifikationen

• 5-6 years of experience in both administrative roles and technical support, specializing in Zendesk and API integrations.
• Proficient in Java and HTML, enhancing technical capabilities for comprehensive support.
• Familiarity with start-up environments, demonstrating adaptability to dynamic work settings.
• Respond to customer inquiries and support requests via phone, email, or chat.
• Identifies workaround for bug fixes and support L1 in any issue(s) that they are unable to 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.
• Troubleshoot and resolve technical issues related to Java and MySQL.
• Good knowledge of JavaScript with the ability to identify code-level issues and rectify.
• Write custom scripts and code snippets to automate support tasks and improve support processes.
• Collaborate with development teams to resolve complex technical problems.
• Expert level understanding of troubleshooting agent desk like Salesforce/Zendesk/Genesys.
• Creates and Documents knowledge base articles.
• Ability to train New Hires in the team on Process, Product and Technology.
• Effectively mentors multiple L1s in the context of support.

Aufgaben

• 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.

Kenntnisse

Zendesk

API integrations

Java

HTML

JavaScript

Troubleshooting

Customer support

SLA reporting

Cross-team collaboration

Incident management

MySQL

Tools

Postman

Datadog

Workato

Salesforce

Zendesk

Genesys

MySQL

Jobbeschreibung

Netomi, the leading agentic AI platform for enterprise CX, is hiring a Support Engineer to become a subject matter expert on our product offering from technical, product and business perspectives. You will support customers using Zendesk, API integrations, and AI Studio across diverse deployments.

Responsibilities include incident management, creating knowledge base content, coordinating cross‑team troubleshooting, and reporting SLA metrics.