L2 Support Engineer

Netomi is seeking a Support Engineer to join their team. The successful candidate will be a Subject Matter Expert on Netomi’s offerings from Product, Technical and Business perspectives, and will be responsible for resolving customer issues, improving internal processes, and owning production setups in client environments.

Requirements

• 5-6 years of experience in both administrative roles and technical support
• Proficient in Java and HTML
• Proven track record of positively impacting organizations through the development and implementation of standard operating practices
• Familiarity with start-up environments
• Strong ability to navigate and excel in fast-paced and evolving work environments
• Respond to customer inquiries and support requests via phone, email, or chat
• Deep understanding of tools like Postman/Datadog/Workato
• Collaborate with different teams for effective troubleshooting of customer issues
• Troubleshoot and resolve technical issues related to Java and MySQL
• Good knowledge of JavaScript with the ability to identify code-level issues and rectify
• Write custom scripts and code snippets to automate support tasks and improve support processes
• Collaborate with development teams to resolve complex technical problems
• Expert level understanding of troubleshooting agent desk like Salesforce/Zendesk/Genesys
• Creates and Documents knowledge base articles
• Ability to train New Hires in the team on Process, Product and Technology
• Effectively mentors multiple L1s in the context of support