Product Support Engineer (AI Platform)
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Before you apply
LocationGurugram
Work moderemote · India
Typefull-time
SenioritySenior
Experience5–6 yrs
DepartmentGlobal Services & Delivery, Technical Support
Company size201–500 people
PostedOct 13, 2026 · 3w ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
5-6 years of experience in both administrative roles and technical support, specializing in Zendesk and API integrations
Proficient in Java and HTML
Proven track record of positively impacting organizations through the development and implementation of standard operating practices
Familiarity with start-up environments
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
Skills
Zendesk
API
Java
HTML
Postman
Datadog
Workato
MySQL
JavaScript
Salesforce
Genesys
About the Company:
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.
Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!
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
Legal
Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.