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Conviva is an Operational Data Platform that helps businesses understand and optimize digital customer experiences through real-time, comprehensive telemetry and AI-powered insights. The platform is trusted by industry leaders like Disney, NBC, and the NFL.
As a Product Support Engineer – Analytics, you will be the critical link between customers and Conviva's Engineering and Product teams. You will own the complete customer journey from initial contact through resolution, developing deep product expertise across the platform.
Key responsibilities include:
- Managing client inquiries and escalations end-to-end using Salesforce and JIRA, maintaining clear communication at every step
- Building thorough understanding of Conviva products: data flow, configuration impacts, and root-cause analysis
- Analyzing product usage patterns and translating findings into actionable insights aligned with customer goals
- Collaborating closely with Engineering and Product teams to identify bugs, share field patterns, and influence issue prioritization
- Leveraging AI tools to investigate issues faster, improve communication quality, and enhance productivity
- Building simple internal tools and scripts to eliminate repetitive work and improve team efficiency
- Owning operational responsibilities including incident management, maintenance windows, release validation, and configuration changes
- Translating customer needs into concrete product feedback and recommendations
- Participating in on-call rotation for critical customer escalations
- Operating on a fixed shift schedule supporting regional business hours (3:00 AM to 3:00 PM PT window; specific shift confirmed during hiring)
Requirements:
- 5–7 years of experience in technical support, product support, or customer-facing engineering roles
- Proven ability to own issues from intake to resolution and communicate directly with customers
- Strong debugging skills: methodical problem-solving, ability to read data and logs, and distinguish between misconfiguration and product defects
- Regular use of AI tools for investigation, writing, and problem-solving
- Ability to write scripts and build lightweight automation (Python preferred, but mindset matters more than language)
- Experience with Salesforce and JIRA for case management and escalation tracking
- Experience with JavaScript or Python
- Genuine curiosity about system-level product architecture
- Comfort with changing priorities and multitasking
- BS in Computer Science, Engineering, or related field
- 5–7 years working with SQL and scripting (Python preferred)
- Clear English communication in writing and on calls across time zones
Desirable qualifications:
- Experience with streaming video analytics, app analytics, or AI-powered SaaS products
- Hands-on use of AI coding tools (Claude, Cursor, Copilot) to build or automate solutions
- Familiarity with log analysis, data pipelines, or distributed systems
