About the role
About Wisdom AI Wisdom AI is the generative AI data analyst for the enterprise. We help organizations turn their data warehouses into conversational interfaces. Our users expect high-precision answers from our AI, and our Technical Support team ensures that the infrastructure, data connections, and prompt logic supporting those answers are flawless.
The Role As a Technical Support Engineer , you are the first responder for our most important customers. You won’t just be answering "how-to" questions; you will be debugging complex data schemas, investigating API integrations, and translating customer business logic into technical configurations. You will live in Slack and Pylon , providing real-time, white-glove support that feels like an extension of the customer’s own team. Key
Responsibilities Slack-First Support: Manage real-time customer interactions via dedicated Slack channels using Pylon . You will be responsible for triaging issues, maintaining fast response times, and ensuring no "ping" goes unanswered. Technical Troubleshooting: Deep-dive into the Wisdom AI platform to resolve issues related to: Data Connectivity: Troubleshooting Snowflake/BigQuery permissions and connection strings. Advanced Data Modeling: Helping customers refine their "Context Modeling" and domain-specific knowledge. API & Integrations: Assisting with GraphQL API implementation and Slack integration setups. Case Management: Use Pylon to track bugs, enhancement requests, and documentation gaps. You will own the lifecycle of a ticket from initial Slack message to engineering resolution. Live Consultations: 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). Voice of the Customer: Aggregate common friction points and missing features to provide structured feedback to our Product and Engineering teams. Documentation: Contribute to the Wisdom AI Docs by turning common support resolutions into self-service guides. Technical