Technical Support Engineer (San Mateo)

Wisdom AI • San Mateo, CA

8h

About The Position

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.
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

• Stack focus: 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.

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.

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: Entry Level
• Education Level: No Education Listed