{"id":2424096,"url":"https://alion.io/job/netomi-product-support-engineer-ai-platform","title":"Product Support Engineer (AI Platform)","company":{"id":2294,"name":"Netomi","domain":"netomi.com","url":"https://alion.io/company/netomi","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":93,"open_postings":10,"ghost_share":0,"stale_share":0.1,"repost_share":0,"time_to_fill_p50_days":84,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":33000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":643},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"Incident Management","optional":false},{"name":"JavaScript","optional":false},{"name":"MySQL","optional":false},{"name":"Postman","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-13T06:31:39Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T18:20:21Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About the Role\nThe support engineer at Netomi will be a Subject Matter Expert on Netomi’s offerings from Product, Technical and Business perspectives. The person will develop in-depth knowledge of the Product Offering, work in a customer-facing mode and be able to manage multiple projects at a time.\nResponsibilities\nIn Depth understanding of Netomi systems - AI Studio, Backend Architecture, Agent Desk Integrations.\n\nUnderstanding of business requirements for our different customers and how they can be solved through AI Studio.\n\nParticipate in the software development lifecycle to learn the new system/feature.\n\nResponsible for resolving the ticket queue through Zendesk.\n\nCoordinating and leading troubleshooting through incident management.\n\nCreating documents and maintaining our internal knowledge base.\n\nImproving our internal processes between teams and support.\n\nAssist and own production setups in client environments .\n\nOwn and report SLA and other key metrics.\n\nParticipate in a 24x7 rotational shift.\n\nRequirement\n5-6 years of experience in both administrative roles and technical support, specializing in Zendesk and API integrations.\n\nProficient in Java and HTML, enhancing technical capabilities for comprehensive support.\n\nProven track record of positively impacting organizations through the development and implementation of standard operating practices.\n\nFamiliarity with start-up environments, demonstrating adaptability to dynamic work settings.\n\nStrong ability to navigate and excel in fast-paced and evolving work environments, with a specific background in technical support roles.\n\nRespond to customer inquiries and support requests via phone, email, or chat\n\nIdentifies workaround for bug fixes and support L1 in any issue(s) that they are unable to resolve\n\nDeep understanding of tools like Postman/Datadog/Workato\n\nCollaborate with different teams Ex: DA/Product/CS Dev/QA for effective troubleshooting of customer issues\n\nTroubleshoot and resolve technical issues related to Java and MySQL\n\nGood knowledge of JavaScript with the ability to identify code-level issues 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