L2 Support Engineer

About the Company: Keystone AI 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 The support engineer at Keystone AI will be a Subject Matter Expert on Keystone AI ’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. Responsibilities In Depth understanding of Keystone AI 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 Zendesk. Coordinating and leading troubleshooting through incident management. Creating documents and maintaining our internal knowledge base. Improving our internal processes between teams and support. Assist and own production setups in client 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 Zendesk and API integrations. Proficient in Java and HTML, enhancing technical capabilities for comprehensive support. Proven track record of positively impacting organizations through the development and implementation of standard operating practices. Familiarity with start-up environments, demonstrating adaptability to dynamic work settings. Strong ability to navigate and excel in fast-paced and evolving work environments, with a specific background in technical support roles. Respond to customer inquiries and support requests via 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 Postman/Datadog/Workato Collaborate with different teams Ex: DA/Product/CS Dev/QA 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 Keystone AI 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. Originally posted on Himalayas