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WisdomAI is hiring a Technical Support Engineer to serve as the first responder for enterprise customers using their generative AI data analyst platform. The role combines real-time customer support with deep technical troubleshooting, operating primarily through Slack-based channels using Pylon.
You will manage the full lifecycle of customer issues, from initial triage through resolution. Key responsibilities include debugging complex data schemas, investigating API integrations, and translating customer business logic into technical configurations. You'll troubleshoot data connectivity issues (Snowflake/BigQuery permissions and connection strings), help customers refine Context Modeling and domain-specific knowledge, assist with GraphQL API implementation and Slack integrations, and conduct live video consultations to walk customers through complex scenarios like custom metrics creation and Row Level Access Control configuration.
Additionally, you will aggregate customer friction points and missing features to provide structured feedback to Product and Engineering teams, and contribute to documentation by converting common support resolutions into self-service guides.
WisdomAI's platform is trusted by companies like Cisco, Patreon, and Rubrik. The company emphasizes a culture of technical excellence, clear communication, and customer trust (their CRAFT framework: Customer trust, Relentless on outcomes, Authenticity, First principles grounded in reality, Transparency).
REQUIREMENTS:
- Strong SQL ability: must be able to read and write SQL, understand query results based on customer schemas
- Proficiency in or ability to quickly learn the Wisdom AI technical stack: Knowledge/Context Models, Evaluation Sets and Runs, Workspace/Organization/User Permissions management, 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 (significant advantage)
- Support Engineer mindset: 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 rapidly
- Empathy and calm demeanor when handling high-pressure situations
