Conviva - Product Support Engineer (7-10 yrs)

Product Support Engineer

About Us :

Conviva is the first and best place to go to understand and optimize digital customer experiences.

Our Operational Data Platform harnesses full-census, comprehensive client-side telemetry-capturing every aspect of customer experience and engagement across all devices and linking them to the performance of underlying services, in real time and at a fraction of the cost of alternative solutions.

Trusted by industry leaders like Disney, NBC, and the NFL, Conviva revolutionizes how businesses understand customer experience and engagement, maximizing satisfaction, conversion, and revenue.

As part of the Support Engineering organization at Conviva, you will serve as the crucial link between Conviva's clients and the Engineering/Product departments.

Your primary responsibility will be to provide expert technical product support, solve complex technical issues, and ensure the satisfaction of Conviva's expanding client base.

What Success Looks Like :

- Troubleshoot complex customer and product issues within the product/data architecture & implementation and how it relates to integrating with our customer's systems.

- Oversee technical issues and engage other teams as necessary to resolve advanced issues using tools such as Databricks, ClickHouse, Druid, SQL Developer to resolve problems throughout the engineering chain of software development.

- Manage and respond to client inquiries and escalations and provide solutions using tools such as JIRA, Salesforce.

- Use JIRA to analyze and monitor bug requests and prioritize the issue with other departments within the company.

- Collaborate with engineering and sales to recommend the best procedures for resolution using available proprietary technology to resolve technical issues.

- Create KB articles for internal teams and provide training to support and the field team.

Who You Are And What You've Done :

- Bachelor's Degree in CS/Engineering or related field.

- 7+ years of work experience, with 3+ years min exp desirable in MySQL, and languages like JavaScript or Python.

- Highly logical and critical thinking skills.

- Excellent Debugging and Troubleshooting skills.

- Used JIRA to manage customer escalations, defect/bug tracking.

- Expertise with data engineering tools like Databricks, ClickHouse etc.

- Experience with Programming languages like JavaScript or Python.

- Experience with IDE and debugging a plus.

- Become a subject matter expert by asking smart questions to understand intended use-case and make recommendations on how to use our products to meet those requirements.

- Work closely with Product Management and Engineering to maintain technical & functional knowledge of existing and new products.

- Work on rotation for on-call duties for critical customer escalations.

- Good to Excellent communication skills and ability to influence in a globally executing organization.

- Privately held, Conviva is headquartered in Silicon Valley, California with offices and people around the globe.