L2 Support Engineer
- Netomi
- 5 - 6 years
- Noida, Gurugram
- 1 year ago
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Job Description
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.
- 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
Job Classification
Industry: InternetFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: NetomiLocation(s): Noida, Gurugram+ View Contact
Keyskills: Administration Backend Artificial Intelligence MySQL Javascript Software development life cycle Incident management HTML Troubleshooting Technical support
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