Product Support Engineer (AI Platform)
Salary not listed • Gurugram • Full-time
Posted 18d ago
Remote Work Policy
On-site
Employment Type
Full-time
Categories
AI Engineer
About the job
Netomi is seeking a Product Support Engineer to become a Subject Matter Expert on our agentic AI platform for enterprise customer experience. In this customer-facing role, you will develop in-depth knowledge of our product offerings, manage multiple projects, and work to resolve customer inquiries and support requests. You will be instrumental in ensuring our clients can effectively leverage our AI solutions to drive efficiency and enhance customer experiences.
Responsibilities
- Gain in-depth understanding of Netomi systems including AI Studio, Backend Architecture, and Agent Desk Integrations.
- Understand customer business requirements and how they can be met using AI Studio.
- Participate in the software development lifecycle to learn new systems and features.
- Resolve tickets in the Zendesk queue.
- Coordinate and lead troubleshooting efforts through incident management.
- Create documentation 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 on SLA and other key metrics.
- Participate in a 24x7 rotational shift.
- Respond to customer inquiries and support requests via phone, email, or chat.
- Identify workarounds for bug fixes and support L1 agents with unresolved issues.
- Collaborate with different teams (e.g., DA, Product, CS Dev, QA) for effective troubleshooting of customer issues.
- Troubleshoot and resolve technical issues related to Java and MySQL.
- Write custom scripts and code snippets to automate support tasks and improve processes.
- Collaborate with development teams to resolve complex technical problems.
- Create and document knowledge base articles.
- Train new hires on process, product, and technology.
- Mentor L1 support agents.
Requirements
- 5-6 years of experience in administrative roles and technical support, specializing in Zendesk and API integrations.
- Proficiency in Java and HTML.
- Proven track record of developing and implementing standard operating practices.
- Familiarity with start-up environments and adaptability to dynamic work settings.
- Ability to excel in fast-paced and evolving work environments.
- Deep understanding of tools like Postman, Datadog, and Workato.
- Good knowledge of JavaScript with the ability to identify and rectify code-level issues.
- Expert level understanding of troubleshooting agent desks like Salesforce, Zendesk, or Genesys.