Technical Support Engineer

About this job

Wisdom-AI builds generative AI-powered analytics that turn enterprise data warehouses into conversational interfaces, helping teams unlock clarity from complexity and move from data to decisions with speed. As a Technical Support Engineer based in Bengaluru, you act as the first responder for major enterprise customers. In this role, your team ensures that the infrastructure, data connections, and prompt logic supporting high-precision AI answers are completely flawless. A normal day involves living in Slack and Pylon to manage real-time customer interactions, triage issues, debug complex data schemas, and investigate API integrations. You also host live video consultations to guide users through custom metric creation or Row Level Access Control configurations, manage support tickets from start to finish, and act as the voice of the customer by sharing product feedback with engineering teams.

Responsibilities

• Manage real-time customer interactions and triage issues via dedicated Slack channels using Pylon.
• Troubleshoot data connectivity problems related to Snowflake and BigQuery permissions and connection strings.
• Assist customers with advanced data modeling, context modeling, and domain-specific knowledge refinement.
• Handle API and integration setups involving GraphQL implementation and Slack configurations.
• Host video consultations with users to review complex how-to scenarios and configure custom metrics or access controls.
• Aggregate friction points and missing features to provide structured feedback to product and engineering teams.
• Contribute to documentation by turning common support resolutions into helpful self-service guides.

Requirements

• Strong ability to read and write SQL to understand generated queries based on customer schemas.
• Proficiency or quick learning capability regarding the Wisdom stack, including knowledge models and workspaces.
• Familiarity with APIs using tools like Postman or cURL to test GraphQL endpoints.
• Experience with modern support stacks, specifically Pylon for Slack-based support.
• Natural curiosity and drive to investigate problems until the root cause is found.
• Ability to explain complex RAG concepts clearly to non-technical business users.
• Empathy to handle high-pressure situations calmly when data tools impact customer work.

Good to have

• Prior experience with modern support tools such as Pylon
• Familiarity with enterprise data warehouses like Snowflake or BigQuery
• Background in GraphQL API testing and integrations

Who should apply

This role suits proactive professionals with a strong technical support background, solid SQL skills, and a passion for enterprise AI. Candidates who thrive in fast-paced startup environments and possess high empathy for customer challenges will do well here. The posting does not mention if freshers can apply.

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