L3 Support Engineer

At Netomi AI, we are on a mission to create artificial intelligence that builds customer love for the world's largest global brands.

Some of the largest brands are already using Netomi AI's platform to solve mission-critical problems. This would allow you to work with top-tier clients at the senior level and build your network.

Backed by the world's leading investors such as Y-Combinator, Index Ventures, Jeffrey Katzenberg (co-founder of DreamWorks) and Greg Brockman (co-founder & President of OpenAI / ChatGPT), you will become a part of an elite group of visionaries who are defining the future of AI for customer experience. We are building a dynamic, fast growing team that values innovation, creativity, and hard work. You will have the chance to significantly impact the company's success while developing your skills and career in AI.

Want to become a key part of the Generative AI revolution We should talk.

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.

Responsibilities

• You will serve as the top-level support contact, resolving the most complex technical issues escalated from L1 and L2 support engineers.
• Develop an unparalleled understanding of Netomi's systems, including AI Studio, backend architecture, and agent desk integrations.
• Collaborate with cross-functional teams (e.g., Product, Engineering, QA, and Analytics) to diagnose and resolve intricate technical challenges.
• Participate in advanced troubleshooting sessions and incident management, leading efforts to resolve extensive system outages or critical issues.
• Work directly with customers to provide high-level support and solutions for complex issues affecting their systems.
• Create and maintain comprehensive documentation of complex technical solutions to enrich the internal knowledge base.
• Continuously refine and improve internal processes and workflows to optimize the performance of the support team.
• Analyze customers' business requirements and provide expert guidance on how Netomi's offerings can satisfy those needs.
• Oversee SLA adherence and report key performance metrics to management and stakeholders.
• Aid in the development and deployment of production setups within client environments, ensuring the highest performance standards.
• Participate in a 24x7 on-call rotation to deliver round-the-clock support as needed.

Requirements

Skills Required

Java, Javascript, Mysql, zendesk, Postman, Datadog