Product Support Engineer – AI Platform

• Develop in-depth knowledge of Netomi’s product offerings from product, technical, and business perspectives
• Understand customer business requirements and solve them through AI Studio
• Participate in the software development lifecycle to learn new systems and features
• Resolve the ticket queue through Zendesk
• Coordinate and lead troubleshooting through incident management
• Create documents and maintain the internal knowledge base
• Improve internal processes between teams and support
• Assist with and own production setups in client environments
• Own and report SLA and other key metrics
• Participate in a 24x7 rotational shift
• Work in a customer-facing mode and manage multiple projects simultaneously
• Collaborate with development and cross-functional teams to resolve complex technical problems

• 5-6 years of experience in both administrative roles and technical support, specializing in Zendesk and API integrations
• Proficient in Java and HTML
• Proven track record of developing and implementing standard operating practices
• Familiarity with start-up environments
• Background in technical support roles
• Ability to respond to customer inquiries via phone, email, or chat
• Ability to identify workarounds for bug fixes and support L1 issues
• Deep understanding of Postman, Datadog, and Workato
• Ability to collaborate with DA, Product, CS Dev, and QA teams
• Experience troubleshooting Java and MySQL issues
• Good knowledge of JavaScript and ability to identify and rectify code-level issues
• Ability to write custom scripts and code snippets
• Experience troubleshooting Salesforce, Zendesk, and Genesys Agent Desk systems
• Ability to create and document knowledge base articles
• Ability to train new hires on process, product, and technology
• Ability to mentor multiple L1 support staff

• Full Time - Remote
• Equal opportunity employer committed to diversity in the workplace