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Conviva is an Operational Data Platform that helps enterprises understand and optimize digital customer experiences through real-time, comprehensive telemetry and AI-powered insights. The company serves industry leaders including Disney, NBC, and the NFL.
As a Product Support Engineer - Analytics, you will be the critical bridge between customers and Conviva's Engineering and Product teams. You will own customer inquiries and escalations end-to-end, developing deep product expertise and driving resolution while maintaining clear communication throughout the process.
Key Responsibilities:
- Manage client inquiries and escalations using Salesforce and JIRA, keeping issues moving and customers informed
- Develop thorough understanding of Conviva's platform: data flow, configuration impacts, and root-cause analysis
- Analyze product usage patterns and translate findings into actionable insights aligned with customer objectives
- Collaborate with Engineering and Product teams to identify bugs, share field patterns, and influence issue prioritization
- Leverage AI tools to investigate issues faster, improve communication quality, and enhance productivity
- Build internal tools and scripts to eliminate repetitive work and improve team efficiency
- Own operational responsibilities including incident management, maintenance windows, release validation, and configuration changes
- Translate customer needs into concrete product feedback and recommendations
- Participate in on-call rotation for critical customer escalations
- Support regional business hours across a 3:00 AM to 3:00 PM PT shift window (specific shift confirmed during hiring)
You are technically sharp, methodical in problem-solving, and comfortable reading through data and logs to distinguish between misconfigurations and actual product defects. You have direct experience in technical support, product support, or customer-facing engineering roles and know how to own issues from intake to resolution. You communicate clearly in English with customers and colleagues across time zones, and you are comfortable in dynamic environments where priorities shift and you juggle multiple responsibilities.
You use AI tools as a genuine part of your workflow—not as a novelty—to investigate faster, write better, and solve smarter. You can write scripts and build lightweight automation in Python (or other languages), and you are genuinely curious about how products work at a system level.
Requirements:
- BS in Computer Science, Engineering, or related field
- 5-7 years of experience working with SQL and scripting (Python preferred)
- Experience in technical support, product support, or customer-facing engineering roles
- Proficiency with Salesforce and JIRA for case management and escalation tracking
- Experience with JavaScript or Python
- Strong debugging skills and methodical problem-solving approach
- Clear English communication (written and verbal) across time zones
- Availability for on-call rotation supporting critical customer escalations
- Ability to work fixed shift schedule (3:00 AM to 3:00 PM PT window)
What Would Make You Stand Out:
- Experience with streaming video analytics, app analytics, or AI-powered SaaS products
- Hands-on experience using AI coding tools (Claude, Cursor, Copilot) to build or automate solutions
- Familiarity with log analysis, data pipelines, or distributed systems
