Netomi: Product Support Engineer (AI Platform) — Gurugram

About Netomi

Netomi develops an agentic-AI platform for enterprise customer experience. Its employer introduction describes no-code tools for creating and managing AI agents across customer interactions. The platform connects automation with the practical workflows used by customer-service organisations. Recruitment material also describes agentic workflows, prompt engineering and API-based automation around that platform. The business is therefore concerned with how AI agents perform tasks within customer journeys, as well as the software used to build and operate them.

The position and its setting

Netomi lists Product Support Engineer (AI Platform) in Gurugram, under reference bd9d56b2-4ba4-4454-9e91-ab7ab63c110f. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Department: Global Services & Delivery
• Employment type: Full Time - Remote
• team: Technical Support

Responsibilities and work described

• 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
• In Depth understanding of Netomi systems - AI Studio, Backend Architecture, Agent Desk Integrations
• Participate in the software development lifecycle to learn the new system/feature
• Resolving the ticket queue through Zendesk
• Coordination: and leading troubleshooting through incident management
• Creating documents and maintaining our internal knowledge base
• Improvement: our internal processes between teams and support
• Support: and own production setups in client environments
• Own and report SLA and other key metrics
• Participate in a 24x7 rotational shift

Essential requirements and candidate background

• Understanding: business requirements for our different customers and how they can be solved through AI Studio
• 5-6 years of experience in both administrative roles and technical support, specializing in Zendesk and API integrations
• Proficiency: Java and HTML, enhancing technical capabilities for comprehensive support
• Track record of positively impacting organizations through the development and implementation of standard operating practices
• Familiarity: start-up environments, demonstrating adaptability to work settings
• 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
• Train New Hires in the team on Process, Product and Technology
• Effectively mentors multiple L1s in the context of support

Location, schedule and contract conditions

• Work arrangement: Remote
• Advertised location: Gurugram

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Product Support Engineer (AI Platform) vacancy is not an offer for reference bd9d56b2-4ba4-4454-9e91-ab7ab63c110f; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Netomi

Applications follow the official employer page linked below.

Open the official Netomi posting below and match the title and reference bd9d56b2-4ba4-4454-9e91-ab7ab63c110f.

Compare your qualifications and experience with the essential conditions for the Gurugram position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: Java

For Java experience, describe the application or service you worked on, its purpose and your own contribution. A useful example connects language knowledge to an actual engineering decision, such as an interface design, a performance issue or a production defect.

Relevant skills

• Java
• JavaScript
• APIs
• AI/ML
• Excel
• Salesforce
• AI
• incident response