L2 Support Engineer

March 7

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Netomi

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Netomi is a company that specializes in providing AI-powered customer experience solutions. Their platform, known as Agentic OS, is designed for enterprise-scale customer service and integrates seamlessly with existing business systems. Netomi's solutions leverage generative AI and large language models to automate over 80% of customer inquiries, enhance customer satisfaction, and reduce support costs. Netomi is trusted by global brands across various industries, offering secure, proactive, and predictive customer care through omnichannel support, including email, chat, messaging, SMS, social media, search, and voice. The company ensures compliance with stringent security standards and data protection regulations.

artificial intelligence • consumer engagement • personalization • messaging • SaaS

51 - 200 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 $30M Series B on 2021-11

📋 Description

• 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. • 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.

🎯 Requirements

• 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. • 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.