Become a ThoughtSpot & Mode expert and provide Level 1 Support for customers via Virtual Meetings, Chat, and Email
Represent the customer voice as a member of cross-functional Bug prioritization meetings with the product, engineering, and design teams.
Troubleshoot complex technical customer issues via Phone, E-Mail, Chat, and Virtual meetings.
Contribute to Mode Help Site documentation and the Knowledgebase
Partner with Engineering and Product in contributing to strategic initiatives focused on customer experience and product improvement
Provide support to Internal mode employees by answering product/troubleshooting related questions via Slack and Email
What you bring:
2+ years experience in a Customer-facing technical support role supporting SaaS products and hands-on experience using SQL for troubleshooting or supporting products utilizing SQL backend.
Comfortable interacting with customers in multiple geographies like the US, UK, Europe, and Australia
Comfortable working India night shifts, weekends, and holidays (Compensatory days off)
You should be very comfortable navigating data in SQL and working with other technologies like CSS, Python and/or R.
Track record of managing complex technical customer escalations, including customer and internal stakeholder communication
You have a proven ability to multi-task since you could be managing one or more customer issues
Experience in driving bug resolution across Product and Engineering teams
You should care deeply about helping customers and should be driven to make sure they have a great experience with our product and team
Excellent communication skills and should be able to tailor complex technical conversations to technical and non-technical audiences.
Alignment with Company values
Bonus:
Experience in the data and analytics space
Experience working in a technical support environment in the data and analytics space like Looker, Tableau, etc.