L2 Support Engineer
10 skills required
Job Details
Responsibilities
- 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.
Requirement
- 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.
- Proven track record of positively impacting organizations through the development and implementation of standard operating practices.
- Familiarity with start-up environments, demonstrating adaptability to dynamic work settings.
- Strong ability to navigate and excel in fast-paced and evolving work environments, with a specific background in technical support roles.
- 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.
- 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
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About The Company
Backed by the world’s top AI leaders and trusted by the largest global brands, Netomi is the leader in customer experience AI for enterprises.
Netomi provides multimodal and omnichannel Sanctioned Generative AI, ensuring brand-safe conversations at scale with built-in AI governance controls for accuracy, security, and data privacy.
Our innovative AI deployment guarantees cost savings, operational efficiencies, and boosts in customer satisfaction, loyalty, revenue, and profitability.
Netomi’s no-code solution deploys in weeks, scales automatically, and offers comprehensive tools for non-technical users to easily manage CX AI at scale. This results in a lower total cost of ownership, faster time to market, and reduced reliance on developer resources.
Founded in 2016, Netomi leverages the latest AI developments to enhance customer experience, empowering brands with high-quality automated support and tools to augment human agent teams.
In a rapidly evolving AI landscape, Netomi makes it easy for brands to meet rising customer expectations and deliver exceptional service.
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