L2 Support Engineer
Description For L2 Support Engineer
Netomi AI is a cutting-edge company backed by Y-Combinator, Index Ventures, and notable investors like Jeffrey Katzenberg and Greg Brockman. We're revolutionizing customer care through AI, serving global brands by autonomously resolving over 70% of support tickets across multiple channels.
As an L2 Support Engineer, you'll be a crucial part of our technical support team, serving as a Subject Matter Expert on Netomi's offerings from Product, Technical, and Business perspectives. This role combines deep technical knowledge with customer-facing responsibilities, requiring expertise in Java, JavaScript, and MySQL.
The position offers unique opportunities to work with top-tier clients, building your network while contributing to mission-critical solutions. You'll be part of an elite group defining the future of AI in customer experience, working in a dynamic, fast-growing environment that values innovation and creativity.
Key aspects of the role include managing the ticket queue through Zendesk, leading troubleshooting efforts, maintaining knowledge bases, and participating in the software development lifecycle. You'll also be responsible for production setups in client environments and maintaining crucial metrics.
This is an excellent opportunity for someone with strong technical skills who wants to be at the forefront of the Generative AI revolution while working with a team that's shaping the future of customer service technology. The role offers significant impact potential and career growth in the rapidly evolving field of AI.
Responsibilities For L2 Support Engineer
- In-depth understanding of Netomi systems - AI Studio, Backend Architecture, Agent Desk Integrations
- Understanding business requirements and implementing solutions through AI Studio
- Resolving ticket queue through Zendesk
- Coordinating and leading troubleshooting through incident management
- Creating and maintaining internal knowledge base
- Improving internal processes between teams and support
- Managing production setups in client environments
- Owning and reporting SLA and key metrics
- Participating in 24x7 rotational shift
Requirements For L2 Support Engineer
- 5-6 years of experience in administrative roles and technical support
- Proficiency in Java and HTML
- Experience with Zendesk and API integrations
- Knowledge of tools like Postman/Datadog/Workato
- Strong troubleshooting skills with Java and MySQL
- JavaScript knowledge with ability to identify code-level issues
- Ability to write custom scripts and automate support tasks
- Experience in start-up environments
- Strong ability to work in fast-paced environments
- Ability to train and mentor new hires
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