Netomi
Netomi
Netomi корпоративтік клиенттерге қызмет көрсету топтарына арналған жасанды интеллект негізіндегі клиент тәжірибесі шешімдерін әзірлейді. Компанияның Agentic OS жүйесі қолданыстағы бизнес жүйелерімен байланысып, генеративті жасанды интеллект пен үлкен тілдік модельдерді пайдалану арқылы күнделікті сұрауларды автоматтандырады, қызмет көрсету мамандарына қолдау көрсетеді және электрондық пошта, чат, хабар алмасу, SMS, әлеуметтік желілер, іздеу және дауыс арналары арқылы қызмет сапасын жақсартады. Netomi жаһандық брендтер үшін қауіпсіз, проактивті және болжамды клиенттерге қызмет көрсетуге назар аударады, ал оның шешімдері консалтинг, логистика және маркетинг салаларын қамтиды. Компанияның өсіп келе жатқан командасы корпоративтік жасанды интеллект, көпарналы қолдау және автоматтандыру технологияларымен жұмыс істеп, заманауи клиенттерге қызмет көрсетуге арналған практикалық құралдар жасағысы келетін адамдарға мүмкіндік береді.

Product Support Engineer, AI Platform

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

Сипаттама

  • 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.

Талаптар

  • 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.

Артықшылықтар

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

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