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WisdomAI is hiring a Technical Support Engineer to serve as the first responder for enterprise customers using our generative AI data analyst platform. The role combines real-time customer support with deep technical troubleshooting, requiring you to debug complex data schemas, investigate API integrations, and translate customer business logic into technical configurations.
You will manage customer interactions primarily through Slack (using Pylon) with a focus on maintaining fast response times and ensuring comprehensive issue resolution. Key responsibilities include:
- Slack-First Support: Triage issues and provide real-time white-glove support via dedicated customer Slack channels, ensuring rapid response to all inquiries.
- Technical Troubleshooting: Debug issues across the WisdomAI platform, including data connectivity (Snowflake/BigQuery permissions and connection strings), advanced data modeling (Context Modeling and domain-specific knowledge), API and integrations (GraphQL API implementation and Slack integration setups).
- Case Management: Track bugs, enhancement requests, and documentation gaps using Pylon, owning the full ticket lifecycle from initial message to engineering resolution.
- Live Consultations: Conduct video calls with customers to walk through complex 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 Product and Engineering teams.
- Documentation: Contribute to the WisdomAI Docs by converting common support resolutions into self-service guides.
WisdomAI's platform helps organizations turn their data warehouses into conversational interfaces, trusted by companies like Cisco, Patreon, and Rubrik. The company emphasizes a culture of high performance, technical excellence, and clear communication.
REQUIREMENTS:
- Strong SQL ability: must be able to read and write SQL, understand queries generated by WisdomAI, and diagnose results based on customer schemas.
- Proficiency in (or ability to quickly learn) WisdomAI's technical stack: building and managing Knowledge/Context Models, setting up Evaluation Sets and Runs, managing Workspaces/Organizations/User Permissions, working with Deep Analysis functionality.
- API familiarity: comfortable using Postman or cURL to test GraphQL endpoints.
- Experience with modern support tools, specifically Pylon for Slack-based support, is a significant advantage.
- Support Engineer DNA: naturally curious, driven to understand root causes.
- Strong communication skills: ability to explain complex concepts (e.g., RAG) to non-technical business users.
- Thrives in fast-paced startup environments where product evolves weekly.
- Empathy and calm demeanor when handling high-pressure situations.
