Netomi izstrādā mākslīgā intelekta risinājumus klientu pieredzes uzlabošanai uzņēmumu klientu apkalpošanas komandām. Tās Agentic OS savienojas ar esošajām biznesa sistēmām un izmanto ģeneratīvo mākslīgo intelektu un lielos valodas modeļus, lai automatizētu ikdienas jautājumus, atbalstītu klientu apkalpošanas speciālistus un uzlabotu apkalpošanu e-pastā, tērzēšanā, ziņapmaiņā, SMS, sociālajos plašsaziņas līdzekļos, meklēšanā un balss kanālos. Uzņēmums koncentrējas uz drošu, proaktīvu un paredzošu klientu apkalpošanu globāliem zīmoliem, un tā risinājumi tiek izmantoti konsultāciju, loģistikas un mārketinga jomā. Netomi augošā komanda strādā pie uzņēmumu mākslīgā intelekta, daudzkanālu atbalsta un automatizācijas tehnoloģijām, radot praktiskus rīkus mūsdienīgai klientu apkalpošanai.
Product Support Engineer, AI Platform
Support Netomi’s agentic AI platform for enterprise customer experience by troubleshooting integrations, coordinating incidents, and improving support operations.
Apraksts
- 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.
Prasības
- 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.
Priekšrocības
- Full-time remote role.
- Equal opportunity employer committed to workplace diversity.