Netomi

Enterprise AI for autonomous customer service

Product Support Engineer - AI Platform

Customer SupportConfirmed live in the last 24 hours

Full-timeGurugram, Haryana, IndiaNo salary listedRemote

About the Job

Requirements

Five to six years of experience in administrative roles and technical support, specializing in Zendesk and API integrations.
Proficiency in Java and HTML.
Experience developing and implementing standard operating practices that positively impact organizations.
Familiarity with start-up environments.
Background in technical support and ability to work in fast-paced, evolving environments.
Ability to identify workarounds for bug fixes and support L1 teammates with issues they cannot resolve.
Deep understanding of Postman, Datadog, and Workato.
Ability to troubleshoot and resolve technical issues related to Java and MySQL.
Knowledge of JavaScript and ability to identify and rectify code-level issues.
Ability to write custom scripts and code snippets to automate support tasks and improve support processes.
Expert-level understanding of troubleshooting agent desks such as Salesforce, Zendesk, and Genesys.
Ability to train new hires on process, product, and technology.
Ability to mentor multiple L1 teammates in support.

Responsibilities

Develop in-depth knowledge of the product offering and serve as a subject matter expert on product, technical, and business perspectives.
Understand Netomi systems, including AI Studio, backend architecture, and Agent Desk integrations.
Understand customers' business requirements and how they can be solved through AI Studio.
Participate in the software development lifecycle to learn new systems and features.
Resolve the ticket queue through Zendesk.
Coordinate and lead troubleshooting through incident management.
Create documents and maintain the internal knowledge base.
Improve internal processes between teams and support.
Assist with and own production setups in client environments.
Own and report service-level agreement (SLA) and other key metrics.
Participate in a 24x7 rotational shift.
Respond to customer inquiries and support requests via phone, email, or chat.
Collaborate with teams such as DA, Product, CS Dev, and QA to troubleshoot customer issues effectively.
Collaborate with development teams to resolve complex technical problems.
Create and document knowledge base articles.

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

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.

About the Company

Netomi

Enterprise AI for autonomous customer service

Netomi provides an enterprise AI platform that automates and optimizes customer service for large-scale, regulated industries. Its agentic AI watches real-time customer journeys and proactively resolves issues across chat, email, messaging, and voice, often without human help. The platform combines proprietary natural language understanding with no-code workflow automation, enabling rapid deployment and seamless integration with legacy systems, and it offers Auto-pilot for autonomous resolution and Co-pilot to assist human agents. It handles very high request volumes, maintains strong security standards (ISO 27001, SOC2, GDPR), and partners with Adobe to embed AI into software layers, aiming to reduce support costs and improve customer satisfaction.

Company size: 201-500
Company stage: Series C
Total funding: $147.5M
Headquarters: San Mateo, CA
Founded: 2016

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