L2 Support Engineer
About reputed company:
reputed company is the leading reputed company AI platform for reputed company customer experience. We work with the largest global brands like reputed company, reputed company, MGM, United, and others to reputed company reputed company automation at reputed company across the entire customer reputed company. Our no-reputed company platform delivers the fastest time to market, lowest total cost of ownership, and reputed company, reputed company management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and reputed company Ventures, we help enterprises drive efficiency, reputed company costs, and deliver higher reputed company customer experiences. Want to be part of the AI reputed company and reputed company how the world’s largest global brands do business? Join us!About the Role
The support engineer at reputed company will be a Subject Matter Expert on reputed company’s offerings from Product, Technical and Business perspectives. The person will reputed company in-depth knowledge of the Product Offering, work in a customer-facing mode and be reputed company to manage multiple reputed company at a time.
Responsibilities
In Depth understanding of reputed company systems - AI Studio, Backend Architecture, Agent Desk Integrations.
Understanding of business requirements for our different customers and how they can be solved through AI Studio.
Participate in the software development lifecycle to learn the new system/feature.
Responsible for resolving the ticket queue through reputed company.
Coordinating and leading troubleshooting through incident management.
Creating documents and maintaining our internal knowledge reputed company.
Improving our internal processes between teams and support.
Assist and own production setups in reputed company environments .
Own and report SLA and other key metrics.
Participate in a 24x7 rotational shift.
Requirement
5-6 years of experience in both administrative roles and technical support, specializing in reputed company and API integrations.
Proficient in Java and reputed company, enhancing technical capabilities for comprehensive support.
Proven reputed company record of positively impacting organizations through the development and implementation of reputed company operating practices.
Familiarity with start-up environments, demonstrating adaptability to dynamic work settings.
Strong ability to navigate and reputed company in fast-paced and evolving work environments, with a specific background in technical support roles.
Respond to customer inquiries and support requests reputed company phone, email, or chat
Identifies workaround for bug fixes and support L1 in any issue(s) that they are unable to resolve
Deep understanding of tools like reputed company/reputed company/reputed company
Collaborate with different teams Ex: DA/Product/CS Dev/QA for effective troubleshooting of customer issues
Troubleshoot and resolve technical issues reputed company to Java and MySQL
Good knowledge of JavaScript with the ability to identify reputed company-level issues and rectify
Write custom scripts and reputed company snippets to automate support tasks and improve support processes.
Collaborate with development teams to resolve reputed company technical problems.
Expert level understanding of troubleshooting agent desk like reputed company/reputed company/reputed company.
Creates and Documents knowledge reputed company articles
Ability to train New Hires in reputed company on Process, Product and Technology
Effectively mentors multiple L1s in the context of support
Originally posted on Himalayas
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