Product Support Engineer

About this job

Conviva is an experience analytics platform specialising in AI agents, apps, and streaming. Known for pioneering quality of experience measurement for streaming video, the company has supported major live digital events including the Super Bowl, Olympic Games, and FIFA World Cup tournaments. Through real-time, stateful analytics, Conviva connects consumer experiences directly to revenue, retention, and risk. As a Product Support Engineer based in Bengaluru, you will act as a vital bridge between clients and the internal Engineering and Product teams. On a normal day, you will handle client inquiries and escalations end-to-end, investigate technical issues using data and logs, collaborate with developers to flag bugs, and utilise AI tools to speed up investigations and boost productivity. You will also manage operational tasks like incident management and release validation, while building simple internal tools to reduce repetitive manual work and maintain clear communication with customers across time zones.

Responsibilities

• Manage client inquiries and escalations end-to-end using Salesforce and JIRA.
• Develop a deep understanding of Conviva products, data flows, and configurations to trace root causes.
• Analyze product usage to translate findings into clear insights for customers.
• Partner with Engineering and Product to flag bugs and shape issue prioritization.
• Utilize AI tools to investigate issues faster and improve written communication.
• Build simple internal tools and scripts to eliminate repetitive manual work.
• Handle operational duties including incident management, maintenance, and release validation.

Requirements

• Experience in a technical support, product support, or customer-facing engineering role.
• Strong debugging skills with the ability to read logs and differentiate misconfigurations from defects.
• Regular usage of AI tools for investigation, writing, and problem-solving.
• Ability to write scripts and build lightweight automation, preferably in Python.
• Experience using Salesforce and JIRA for case management and tracking escalations.
• Experience with JavaScript or Python.
• Available for an on-call rotation and able to work a fixed shift schedule.
• Clear communication skills in English for both writing and calls.

Good to have

• Background in streaming video analytics, app analytics, or AI-powered SaaS products.
• Experience with AI coding tools like Claude, Cursor, or Copilot for building or automation.
• Familiarity with log analysis, data pipelines, or distributed systems.

Who should apply

This role suits individuals with a technical background who enjoy direct customer interaction and end-to-end problem solving. Ideal candidates are strong debuggers comfortable reading logs and handling escalations in fast-paced environments. You should have practical experience using AI tools and scripting languages like Python or JavaScript, alongside familiarity with Salesforce and JIRA. Since the position requires a BS degree in Computer Science, Engineering, or a related field combined with 5 to 7 years of experience working with SQL and scripting, freshers cannot apply.

Frequently asked questions