Technical Support Engineer

Wisdom AI • San Mateo, CA

7d • $150,000 - $220,000 • Remote

About The Position

As a Technical Support Engineer at WisdomAI, you will be the first responder for our most important customers. This role involves more than just answering "how-to" questions; you will be responsible for debugging complex data schemas, investigating API integrations, and translating customer business logic into technical configurations. You will work primarily within Slack and Pylon, providing real-time, white-glove support that makes customers feel as though you are an extension of their own team.

Requirements

• Strong ability to write and read SQL; must be able to analyze queries generated by Wisdom AI and understand their results based on the customer's schema.
• Proficiency in, or ability to quickly learn, the technical pillars of the Wisdom Stack: Building and managing Knowledge/Context Models, Setting up Evaluations Sets and Runs to test AI accuracy, Managing Workspaces, Organizations, and User Permissions, and Working with Deep Analysis functionality and visualization properties.
• Familiarity with using tools like Postman or cURL to test GraphQL endpoints.
• Experience with modern support stacks, specifically Pylon for Slack-based support, is a significant advantage.
• Natural curiosity and a drive to understand the root cause of problems.
• Ability to explain complex RAG (Retrieval-Augmented Generation) concepts to non-technical business users.
• Thrive in a fast-paced startup environment where the product evolves weekly.
• Empathy for customers experiencing issues with data tools and the ability to handle high-pressure situations with a calm, helpful demeanor.

Nice To Haves

• Experience with SQL, APIs, AI/LLMs, and Pylon.

Responsibilities

• Manage real-time customer interactions via dedicated Slack channels using Pylon, including triaging issues, maintaining fast response times, and ensuring all customer inquiries are addressed.
• Perform deep-dive technical troubleshooting within the Wisdom AI platform, addressing 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).
• Utilize Pylon for case management, tracking bugs, enhancement requests, and documentation gaps, owning the entire ticket lifecycle from initial Slack message to engineering resolution.
• Conduct live video consultations with customers to guide them through complex "How-To" scenarios, such as creating custom metrics or configuring Row Level Access Control (RLAC).
• Aggregate common customer friction points and identify missing features to provide structured feedback to the Product and Engineering teams.
• Contribute to the Wisdom AI documentation by creating self-service guides based on common support resolutions.

Benefits

• Direct Impact: Be the face of the company to customers and the eyes and ears for engineers.
• Growth: Gain deep expertise in the "Modern Data Stack" and 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