Product Support Engineer II, Enterprise
SoundHound AIBengaluru, Karnataka, India
Posted December 5, 2024
Full Time
About the Company
SoundHound AI is a global leader in voice and conversational intelligence, providing AI solutions that enable businesses to deliver exceptional customer experiences. Leveraging proprietary technology, the company's voice AI solutions offer best-in-class speed and accuracy in multiple languages, serving industries such as retail, finance, healthcare, and more. With a range of innovative products, including Smart Answering, Smart Ordering, and Amelia Platform, SoundHound AI powers millions of products and services, processing billions of interactions annually for top-tier businesses.
Job Description
The Product Support Engineer II role requires deeper troubleshooting expertise and experience with voice-related technologies. This position involves handling escalated issues, in-depth analysis, and providing more advanced support for applications that include Java/JVM, Kubernetes, MySQL/Cassandra Database, Voice Processing, VoIP, or telephony components.
Requirements
- Address escalated issues from Level 1 support.
- Use advanced troubleshooting skills to diagnose issues with java applications, database, network connection, high availability, voice services, application performance, and connectivity.
- Investigate deeper technical issues specific to the Java runtime and Linux environment, including JVM tuning, memory management, thread analysis, and file permissions.
- Resolve complex issues related to application service failures, dependencies, and configuration settings.
- Knowledge of working on Kubernetes based application deployment and troubleshooting.
- Diagnose and resolve issues related to voice quality, latency, jitter, packet loss, SIP protocol errors, and connectivity within VoIP and telephony applications.
- Utilize voice network knowledge to address audio-related problems, including codec mismatches and session setup failures.
- Monitor the application’s performance, using tools such as Zabbix, Nagios, Prometheus, etc. and scripts to detect potential issues with CPU, memory, and network utilization that might impact voice quality or application stability.
- Record and manage incidents thoroughly in the ticketing system, documenting root cause analysis, troubleshooting steps, and resolutions.
- Recognize when issues require escalation to Level 3 or development teams, particularly for code-related issues, systemic performance bottlenecks, or deep voice protocol analysis.
- Provide clear, detailed handoff information for swift resolution.
- Support users in setting up and optimizing configurations, such as RBAC parameters, environment variables, file permissions, and Linux service settings.
Benefits
- Paid time off
- Health insurance
- Retirement plan