Senior DCS Technical Lead – Emerson, India
EmersonLead Ovation DCS hardware, panel, and network design for Emerson Power and Water projects in India. Oversee testing, customer acceptance, commissioning, and project engineering.
Deschide
Netomi dezvoltă soluții pentru experiența clienților, bazate pe inteligență artificială, destinate echipelor de servicii pentru clienți din companii. Agentic OS se conectează la sistemele de business existente și folosește inteligența artificială generativă și modele lingvistice de mari dimensiuni pentru a automatiza întrebările de rutină, a sprijini agenții și a îmbunătăți serviciile prin e-mail, chat, mesagerie, SMS, rețele sociale, căutare și voce. Compania se concentrează pe îngrijirea sigură, proactivă și predictivă a clienților pentru branduri globale, cu aplicații în consultanță, logistică și marketing. Echipa în creștere a Netomi lucrează la inteligența artificială pentru companii, asistența omnicanal și tehnologiile de automatizare, creând oportunități pentru persoanele interesate să construiască instrumente practice pentru serviciile moderne adresate clienților.
Product Support Engineer, AI Platform
Support Netomi’s agentic AI platform for enterprise customer experience by troubleshooting integrations, coordinating incidents, and improving support operations.
Descriere
- 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.
Cerințe
- 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.
Beneficii
- Full-time remote role.
- Equal opportunity employer committed to workplace diversity.
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