Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.

Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!

About the Role

As an L3 Technical Support Engineer at Netomi, you will be at the forefront of resolving the most challenging technical issues, serving as the final escalation point within the support team. You will possess extensive expertise across all facets of Netomi’s offerings and will work closely with cross-functional teams to ensure the seamless delivery of solutions.

Responsibilities

You will serve as the top-level support contact, resolving the most complex technical issues escalated from L1 and L2 support engineers.
Develop an unparalleled understanding of Netomi’s systems, including AI Studio, backend architecture, and agent desk integrations.
Collaborate with cross-functional teams (e.g., Product, Engineering, QA, and Analytics) to diagnose and resolve intricate technical challenges.
Participate in advanced troubleshooting sessions and incident management, leading efforts to resolve extensive system outages or critical issues.
Work directly with customers to provide high-level support and solutions for complex issues affecting their systems.
Create and maintain comprehensive documentation of complex technical solutions to enrich the internal knowledge base.
Continuously refine and improve internal processes and workflows to optimize the performance of the support team.
Analyze customers’ business requirements and provide expert guidance on how Netomi’s offerings can satisfy those needs.
Oversee SLA adherence and report key performance metrics to management and stakeholders.
Aid in the development and deployment of production setups within client environments, ensuring the highest performance standards.
Participate in a 24x7 on-call rotation to deliver round-the-clock support as needed.

Requirements

6-7 years of experience in technical support with a focus on complex problem-solving and systems architecture.
Extensive experience with Zendesk, API integrations, and proficiency in additional tools like Postman, Datadog, and Workato.
Advanced knowledge of Java, MySQL, and JavaScript with the ability to write and analyze complex scripts and code.
Proven track record in a senior technical role, with the ability to impact operations positively through the development and refinement of standard operating procedures.
Demonstrated ability to work effectively in fast-paced, high-pressure environments, with a focus on results and customer satisfaction.
Exceptional communication skills, with an ability to articulate technical solutions to technical and non-technical stakeholders.
Experience in mentoring and providing technical guidance to junior team members.
Familiarity with Agile development processes and a proactive approach to problem-solving.
Ability to lead and conduct training sessions for new hires and team members, enhancing their technical skills and product knowledge.

Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

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