Technical Support Engineer (Bengaluru)

About this role

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Skills you'll use

What you'll do

• Slack-First Support: Manage real-time customer interactions via dedicated Slack channels using Pylon. You will be responsible for triaging issues, maintaining fast response times, and ensuring no "ping" goes unanswered.
• Technical Troubleshooting: Deep-dive into the Wisdom AI platform https://docs.wisdom.ai/ to resolve issues related to:
• Data Connectivity: Troubleshooting Snowflake/BigQuery permissions and connection strings.
• Advanced Data Modeling: Helping customers refine their "Context Modeling" and domain-specific knowledge.
• API & Integrations: Assisting with GraphQL API implementation and Slack integration setups.
• Case Management: Use Pylon to track bugs, enhancement requests, and documentation gaps. You will own the lifecycle of a ticket from initial Slack message to engineering resolution.
• Live Consultations: Hop on video calls with customers to walk through complex "How-To" scenarios, such as creating custom metrics or configuring Row Level Access Control (RLAC).
• Voice of the Customer: Aggregate common friction points and missing features to provide structured feedback to our Product and Engineering teams.
• Documentation: Contribute to the Wisdom AI Docs by turning common support resolutions into self-service guides.
• TECHNICAL REQUIREMENTS

Who can apply

• The "Support Engineer" DNA: You are naturally curious and won't stop until you understand the root cause of a problem.
• Communication: You can explain a complex RAG (Retrieval-Augmented Generation) concept to a non-technical business user without losing them.
• Agility: You thrive in a fast-paced startup environment where the product evolves weekly.
• Empathy: You understand that when a data tool isn't working, it impacts a customer's ability to do their job. You handle high-pressure situations with a calm, helpful demeanor.
• WHY JOIN WISDOM AI?
• Direct Impact: You are the face of the company to our customers and the eyes and ears for our engineers.
• Growth: You will gain deep expertise in the "Modern Data Stack" and the emerging field of Enterprise AI.
• Culture: Join a team of high-performers who value clear communication, technical excellence, and winning together.
• ----------------------------------------------------------------------------------------------
• CRAFT isn’t a list of aspirational values. It’s how we hire, how we promote, how we resolve hard calls, and how we stay honest with ourselves.

Perks & benefits

About Wisdom AI

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