L3 Support Engineer

Job 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.

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

- 6-7 years of experience in technical support with a focus on complex problem-solving and systems architecture.
- Extensive experience with Zendesk, API integrations, and proficiency in additional tools like Postman, Datadog, and Workato.
- Advanced knowledge of Java, MySQL, and JavaScript with the ability to write and analyze complex scripts and code.
- Proven track record in a senior technical role, with the ability to impact operations positively through the development and refinement of standard operating procedures.
- Demonstrated ability to work effectively in fast-paced, high-pressure environments, with a focus on results and customer satisfaction.
- Exceptional communication skills, with an ability to articulate technical solutions to technical and non-technical stakeholders.
- Experience in mentoring and providing technical guidance to junior team members.
- Familiarity with Agile development processes and a proactive approach to problem-solving.
- Ability to lead and conduct training sessions for new hires and team members, enhancing their technical skills and product knowledge.