L3 Support Engineer - Remote

Overview

As an L3 Technical Support Engineer at Netomi, you will be at the forefront of resolving the most challenging technical issues, serving as the final escalation point within the support team. You will possess extensive expertise across all facets of Netomi’s offerings and will work closely with cross-functional teams to ensure the seamless delivery of solutions.

In Short

• Serve as the top-level support contact for complex technical issues.
• Develop a deep understanding of Netomi’s systems.
• Collaborate with cross-functional teams to diagnose and resolve issues.
• Lead advanced troubleshooting sessions and incident management.
• Work directly with customers to provide high-level support.
• Create and maintain documentation of technical solutions.
• Refine and improve internal processes for the support team.
• Analyze business requirements and provide expert guidance.
• Oversee SLA adherence and report key performance metrics.
• Participate in a 24x7 on-call rotation for support.

Requirements

• 6-7 years of experience in technical support.
• Experience with Zendesk and API integrations.
• Advanced knowledge of Java, MySQL, and JavaScript.
• Proven track record in a senior technical role.
• Exceptional communication skills.
• Experience in mentoring junior team members.
• Familiarity with Agile development processes.
• Ability to lead training sessions for team members.

Benefits

• Opportunity to work with top-tier clients.
• Chance to impact the company’s success.
• Work in a dynamic and fast-growing team.
• Develop skills in AI and customer experience.