Technical Support Engineer

Wisdom AI • San Mateo, CA

5d • Remote

About The Position

We are WisdomAI. We exist to help people unlock clarity from complexity. WisdomAI builds AI-powered analytics that put answers directly in the hands of the people closest to the business. Our platform doesn’t just surface insights — it explains the why behind them, helping teams move from data to decisions with speed, confidence, and context. We’re trusted by companies like Cisco, Patreon, and Rubrik — and we’re just getting started. The problems here are hard, and the expectations are high. Our team is energized by both. If you’re compelled by ambitious problems, high standards, and meaningful ownership, you’ll thrive here. About Wisdom AI 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.

Requirements

• Strong ability to write and read SQL. 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.
• 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.
• Comfortable using tools like Postman or cURL to test GraphQL endpoints.
• Naturally curious and won't stop until you understand the root cause of a problem.
• Ability to explain a complex RAG (Retrieval-Augmented Generation) concept to a non-technical business user without losing them.
• Ability to thrive in a fast-paced startup environment where the product evolves weekly.
• Empathy for customers when their data tool isn't working, understanding it impacts their ability to do their job.
• Ability to handle high-pressure situations with a calm, helpful demeanor.

Nice To Haves

• Experience with modern support stacks—specifically Pylon for Slack-based support—is a significant advantage.

Responsibilities

• Manage real-time customer interactions via dedicated Slack channels using Pylon.
• Triage issues, maintain fast response times, and ensure no "ping" goes unanswered.
• Deep-dive into the Wisdom AI platform to resolve issues related to Data Connectivity (Snowflake/BigQuery permissions and connection strings), Advanced Data Modeling (refining "Context Modeling" and domain-specific knowledge), and API & Integrations (GraphQL API implementation and Slack integration setups).
• Use Pylon to track bugs, enhancement requests, and documentation gaps, owning the lifecycle of a ticket from initial Slack message to engineering resolution.
• 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).
• Aggregate common friction points and missing features to provide structured feedback to our Product and Engineering teams.
• Contribute to the Wisdom AI Docs by turning common support resolutions into self-service guides.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed