Technical Support Engineer

We are WisdomAI.

We exist to help people unlock clarity from complexity.

WisdomAI builds AI-powered analytics that put answers directly in the hands of the people closest to the business. Our platform doesn’t just surface insights — it explains the why behind them, helping teams move from data to decisions with speed, confidence, and context.

We’re trusted by companies like Cisco, Patreon, and Rubrik — and we’re just getting started.The problems here are hard, and the expectations are high. Our team is energized by both. If you’re compelled by ambitious problems, high standards, and meaningful ownership, you’ll thrive here.

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 https://docs.wisdom.ai/ 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 REQUIREMENTS

Stack focus: SQL, APIs, AI/LLMs, Pylon

- Data & SQL: Strong ability to write and read SQL. You must be able to look at a query generated by Wisdom AI and understand why it might be returning a specific result based on the customer’s schema.