L2 Support Engineer

About the Role

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.

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.

• 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