The Technical Support Engineer at Wisdom AI is the first point of contact for enterprise customers, responsible for resolving complex technical issues related to data connectivity, AI-driven query logic, and API integrations. This role operates in a Slack-first environment using Pylon, providing real-time, high-touch support while bridging customer needs with engineering and product teams.
Responsibilities
- Manage real-time customer interactions via dedicated Slack channels using Pylon
- Triage issues and maintain fast response times to ensure no 'ping' goes unanswered
- Troubleshoot data connectivity issues, including Snowflake/BigQuery permissions and connection strings
- Help customers refine 'Context Modeling' and domain-specific knowledge configurations
- Assist with GraphQL API implementation and Slack integration setups
- Use Pylon to track bugs, enhancement requests, and documentation gaps
- Own the lifecycle of a support ticket from initial Slack message to engineering resolution
- Conduct live video consultations to walk through complex 'How-To' scenarios
- Guide customers on creating custom metrics and configuring Row Level Access Control (RLAC)
- Aggregate common customer friction points and missing features
- Provide structured feedback to Product and Engineering teams
- Contribute to Wisdom AI Docs by turning common support resolutions into self-service guides
Requirements
- Strong ability to write and read SQL
- Ability to analyze a query generated by Wisdom AI and understand why it returns a specific result based on customer schema
- Proficiency in or ability to quickly learn Building and managing Knowledge/Context Models
- Proficiency in or ability to quickly learn Setting up Evaluations Sets and Runs to test AI accuracy
- Proficiency in or ability to quickly learn Managing Workspaces, Organizations, and User Permissions
- Proficiency in or ability to quickly learn Working with Deep Analysis functionality and visualization properties
- Comfort using tools like Postman or cURL to test GraphQL endpoints
Preferred Qualifications
- Experience with modern support stacks, specifically Pylon for Slack-based support
Technical Stack
SQL, GraphQL, Snowflake, BigQuery, Postman, cURL, Pylon, Slack, AI/LLMs
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
Work Arrangement
Remote (Local) — Bengaluru
