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Netomi is a leading agentic AI platform for enterprise customer experience, working with global brands like Delta Airlines, MetLife, and United to enable AI agent automation at scale. The company is backed by WndrCo, Y Combinator, and Index Ventures.
As a Product Support Engineer, you will be a subject matter expert on Netomi's AI platform, combining product, technical, and business knowledge. You will work in a customer-facing capacity, managing multiple projects simultaneously while developing deep expertise in the platform's core systems.
Key Responsibilities:
- Develop in-depth understanding of Netomi's AI Studio, backend architecture, and agent desk integrations
- Understand customer business requirements and map them to AI Studio solutions
- Participate in the software development lifecycle to learn new systems and features
- Resolve support tickets through Zendesk and manage the ticket queue
- Lead troubleshooting and incident management coordination
- Create and maintain internal knowledge base documentation
- Improve processes between support and other teams
- Own and manage production setups in client environments
- Track and report on SLA metrics and key performance indicators
- Participate in 24x7 rotational shift coverage
- Respond to customer inquiries via phone, email, or chat
- Identify workarounds for bug fixes and escalate unresolved issues to L1 support
- Collaborate with data analytics, product, customer success, development, and QA teams for effective troubleshooting
- Train and mentor new hires on processes, products, and technology
- Mentor multiple L1 support engineers
Requirements:
- 5–6 years of experience in administrative and technical support roles, with specialization in Zendesk and API integrations
- Proficiency in Java and HTML
- Proven track record of developing and implementing standard operating practices
- Familiarity with startup environments and ability to thrive in dynamic, fast-paced settings
- Deep understanding of tools such as Postman, Datadog, and Workato
- Expert-level troubleshooting knowledge of agent desk platforms (Salesforce, Zendesk, Genesys)
- Strong troubleshooting skills for Java and MySQL technical issues
- Good knowledge of JavaScript with ability to identify and fix code-level issues
- Ability to write custom scripts and code snippets to automate support tasks
- Ability to create and document knowledge base articles
- Strong mentoring and training capabilities for junior team members
