Technical Support Engineer (San Mateo)

Wisdom AI is the generative AI data analyst for the enterprise, helping organizations turn their data warehouses into conversational interfaces. The Technical Support Engineer will be the first responder for important customers, debugging complex data schemas and investigating API integrations while providing real-time support through Slack and Pylon.

Responsibilities:

• Manage real-time customer interactions via dedicated Slack channels using Pylon
• Responsible for triaging issues, maintaining fast response times, and ensuring no 'ping' goes unanswered
• Deep-dive into the Wisdom AI platform to resolve issues related to Data Connectivity: Troubleshooting Snowflake/BigQuery permissions and connection strings
• Helping customers refine their 'Context Modeling' and domain-specific knowledge
• Assisting with GraphQL API implementation and Slack integration setups
• Use Pylon to track bugs, enhancement requests, and documentation gaps
• Own 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

Requirements:

• Strong ability to write and read SQL
• Proficiency in (or ability to quickly learn) the technical pillars defined in our documentation
• Comfortable using tools like Postman or cURL to test GraphQL endpoints
• Experience with modern support stacks—specifically Pylon for Slack-based support
• You are naturally curious and won't stop until you understand the root cause of a problem
• You can explain a complex RAG (Retrieval-Augmented Generation) concept to a non-technical business user without losing them
• You thrive in a fast-paced startup environment where the product evolves weekly
• 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