Technical Support Engineer (Bangaluru)

Overview

Wisdom AI is the generative AI data analyst for the enterprise. We help organizations turn their data warehouses into conversational interfaces. Our users expect high-precision answers from our AI, and our Technical Support team ensures that the infrastructure, data connections, and prompt logic supporting those answers are flawless.

The Role

As a Technical Support Engineer, you are the first responder for our most important customers. You won’t just be answering "how-to" questions; you will be debugging complex data schemas, investigating API integrations, and translating customer business logic into technical configurations.

You will live in Slack and Pylon, providing real-time, white-glove support that feels like an extension of the customer’s own team.

Key Responsibilities

• 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 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.
  
  

SQL, APIs, AI/LLMs, Pylon

• Data & SQL: Strong ability to write and read SQL. You must be able to look at a query generated by Wisdom AI and understand why it might be returning a specific result based on the customer’s schema.
• The Wisdom Stack: Proficiency in (or ability to quickly learn) the technical pillars defined in our documentation:
• Building and managing Knowledge/Context Models.
• Setting up Evaluations Sets and Runs to test AI accuracy.
• Managing Workspaces, Organizations, and User Permissions.
• Working with Deep Analysis functionality and visualization properties.
• API Familiarity: Comfortable using tools like Postman or cURL to test GraphQL endpoints.
• Tooling: Experience with modern support stacks—specifically Pylon for Slack-based support—is a significant advantage.
  
  

• 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.
  
  

• 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.