Product Support Engineer – Analytics

What success looks like:

• Manage client inquiries and escalations end-to-end using Salesforce and JIRA, keeping issues moving and customers informed at every step.
• Develop a thorough understanding of how Conviva products work: how data flows through the platform, how configurations impact what customers see, and how to trace an issue to its root cause.
• Analyze product usage and translate what you find into clear, useful insights that connect to what customers are actually trying to accomplish.
• Work closely with Engineering and Product to flag bugs, share patterns you see in the field, and help shape how issues get prioritized and resolved.
• Use AI tools as a genuine part of how you work: to investigate issues faster, improve the quality of your written communication, and amplify your productivity.
• Build simple internal tools and scripts that cut out repetitive manual work and make the team more efficient over time.
• Take ownership of operational responsibilities including incident management, maintenance windows, release validation, and configuration changes.
• Stay close to customer needs and bring what you learn back to the team as concrete product feedback and recommendations.

Who You Are and What You’ve Done:

• You have worked in a technical support, product support, or customer-facing engineering role before and know what it takes to own an issue from intake to resolution. You are comfortable talking to customers directly, whether over a ticket or on a call.
• You are a strong debugger. You approach problems methodically, know how to read through data and logs, and can tell the difference between a misconfiguration and an actual product defect.
• You use AI tools regularly and know how to get real value out of them: faster investigation, better writing, smarter problem-solving. You treat them as part of your toolkit, not a novelty.
• You can write scripts and build lightweight automation when something is worth automating. Python is preferred, but the mindset matters more than the language.
• You have used Salesforce and JIRA to manage cases, track escalations, and coordinate across teams.
• You have experience with JavaScript or Python.
• You are genuinely curious about how products work at a system level, not just the surface you are responsible for.
• You are comfortable in environments where priorities change and you may be juggling multiple things at once.
• You are available for an on-call rotation for critical customer escalations.
• This role operates on a fixed shift schedule supporting regional business hours across a window of 3:00 AM to 3:00 PM PT. Your specific shift will be confirmed during the hiring process.
• You communicate clearly in English, both in writing and on calls, with customers and colleagues across time zones.
• BS in Computer Science, Engineering, or a related field with 5 to 7 years of experience working with SQL and scripting (Python preferred).

What Would Make You Stand Out:

• You have worked with streaming video analytics, App analytics, or AI-powered SaaS products before.
• You have used an AI coding tool like Claude, Cursor, or Copilot to actually build or automate something, not just to generate text.
• You have some familiarity with log analysis, data pipelines, or distributed systems from past work.