Product Support Engineer (AI Platform)

Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.

The support engineer at Netomi will be a Subject Matter Expert on Netomi’s offerings from Product, Technical and Business perspectives. The person will develop in-depth knowledge of the Product Offering, work in a customer-facing mode and be able to manage multiple projects at a time.

• 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.

• 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.

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