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Netomi
Netomi
51 – 200 Employees
H1B Visa SponsorConsultingLogisticsMarketing
Netomi develops AI-powered customer experience solutions for enterprise customer service teams. Its Agentic OS connects with existing business systems and uses generative AI and large language models to automate routine inquiries, support agents, and improve service across email, chat, messaging, SMS, social media, search, and voice. The company focuses on secure, proactive, and predictive customer care for global brands, with applications spanning consulting, logistics, and marketing. Netomi’s growing team works on enterprise AI, omnichannel support, and automation technology, creating opportunities for people interested in building practical tools for modern customer service.
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Product Support Engineer, AI Platform

Support Netomi’s agentic AI platform for enterprise customer experience by troubleshooting integrations, coordinating incidents, and improving support operations.

INIndiaRemoteFull-timeMiddleSeniorEnglish RequiredAI EngineerMachine Learning Engineer
JavaJavaScriptMySQL

Description

  • Build broad product knowledge across technical, business, and product areas.
  • Use AI Studio to address customer business requirements.
  • Join the software development lifecycle to learn new systems and features.
  • Manage and resolve customer tickets in Zendesk.
  • Coordinate and lead incident troubleshooting.
  • Write documentation and keep the internal knowledge base current.
  • Improve processes across support and other teams.
  • Help set up and manage production environments for clients.
  • Track and report service-level agreements and other key metrics.
  • Take part in a rotating 24/7 shift schedule.
  • Work directly with customers while handling multiple projects.
  • Partner with development and cross-functional teams to solve complex technical issues.

Requirements

  • Bring 5–6 years of experience in administrative work and technical support, with a focus on Zendesk and API integrations.
  • Have proficiency in Java and HTML.
  • Have a track record of developing and implementing standard operating procedures.
  • Be familiar with startup environments.
  • Have experience in technical support roles.
  • Be able to respond to customer questions by phone, email, or chat.
  • Be able to identify workarounds for bug fixes and support L1 issues.
  • Have deep knowledge of Postman, Datadog, and Workato.
  • Be able to collaborate with DA, Product, CS Dev, and QA teams.
  • Have experience troubleshooting Java and MySQL issues.
  • Know JavaScript well and be able to identify and fix code-level issues.
  • Be able to write custom scripts and code snippets.
  • Have experience troubleshooting Salesforce, Zendesk, and Genesys Agent Desk systems.
  • Be able to create and document knowledge base articles.
  • Be able to train new hires on processes, products, and technology.
  • Be able to mentor multiple L1 support staff.

Benefits

  • Full-time remote role.
  • Equal opportunity employer committed to workplace diversity.

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