L2 Support Engineer - Remote

Overview

The L2 Support Engineer at Netomi AI will serve as a Subject Matter Expert on the company’s offerings, working closely with top-tier clients to resolve technical issues and enhance customer experience through AI solutions.

In Short

• Act as a Subject Matter Expert on Netomi’s product offerings.
• Manage multiple projects and customer inquiries effectively.
• Resolve technical issues through Zendesk and incident management.
• Improve internal processes and maintain knowledge bases.
• Participate in the software development lifecycle.
• Own and report on SLA and key metrics.
• Participate in a 24x7 rotational shift.
• Collaborate with various teams for troubleshooting.
• Mentor and train new hires on processes and technologies.
• Write custom scripts to automate support tasks.

Requirements

• 5-6 years of experience in technical support, especially with Zendesk.
• Proficient in Java, HTML, and JavaScript.
• Experience with API integrations and tools like Postman.
• Strong problem-solving abilities in fast-paced environments.
• Ability to create and document knowledge base articles.
• Experience in mentoring and training support staff.
• Ability to troubleshoot Java and MySQL issues.
• Familiarity with start-up environments.
• Good communication skills for customer interaction.
• Ability to identify code-level issues and provide fixes.

Benefits

• Opportunity to work with top-tier global brands.
• Be part of a dynamic and innovative team.
• Chance to significantly impact the company’s success.
• Develop skills in AI and customer experience.
• Work in a fast-growing environment with leading investors.